Global Training Manager

The key responsibilities

• Initial Concentrix Training Own the global Concentrix onboarding framework, ensuring a consistent introduction to the company, culture, policies, and operational environment across all locations. Define and govern the Customer Experience training framework, covering core customer service principles (empathy, trust, judgement, reassurance), communication skills, and customer interaction standards. Develop and maintain cultural adaptation programs to help advisors understand the market they support, including customer behaviours, local habits, lifestyle expectations, language nuances, administrative practices, and retail-specific customer journeys.
• Own the global Concentrix onboarding framework, ensuring a consistent introduction to the company, culture, policies, and operational environment across all locations.
• Define and govern the Customer Experience training framework, covering core customer service principles (empathy, trust, judgement, reassurance), communication skills, and customer interaction standards.
• Develop and maintain cultural adaptation programs to help advisors understand the market they support, including customer behaviours, local habits, lifestyle expectations, language nuances, administrative practices, and retail-specific customer journeys.
• IKEA Training Governance Partner with IKEA training stakeholders to support the development of a consistent and scalable training approach across all countries. Review training journeys, agendas, certification milestones, learning checkpoints, and assessment frameworks to ensure alignment with operational requirements and customer expectations. Monitor training effectiveness through assessments, certification results, knowledge checks, and readiness indicators, identifying risks and improvement opportunities. Coordinate with local training teams to ensure training materials remain accurate and up to date, escalating content gaps or inconsistencies to the appropriate IKEA stakeholders. Oversee training readiness for new launches and ramp-ups, ensuring all required training resources, environments, and dependencies are identified and addressed proactively.
• Partner with IKEA training stakeholders to support the development of a consistent and scalable training approach across all countries.
• Review training journeys, agendas, certification milestones, learning checkpoints, and assessment frameworks to ensure alignment with operational requirements and customer expectations.
• Monitor training effectiveness through assessments, certification results, knowledge checks, and readiness indicators, identifying risks and improvement opportunities.
• Coordinate with local training teams to ensure training materials remain accurate and up to date, escalating content gaps or inconsistencies to the appropriate IKEA stakeholders.
• Oversee training readiness for new launches and ramp-ups, ensuring all required training resources, environments, and dependencies are identified and addressed proactively.
• Continuous Learning & Capability Development Own the continuous learning strategy across the partnership, ensuring employees continue to develop customer experience, communication, and service excellence capabilities throughout their journey. Partner with Quality and Operations teams to design and deploy targeted development initiatives for individuals, teams, or specific business areas. While IKEA Process Change is leaded by the Global Quality Manager, the Global Training Manager defines the learning approach for operational process changes, ensuring the most effective deployment method is selected based on business impact, urgency, and audience requirements.
• Own the continuous learning strategy across the partnership, ensuring employees continue to develop customer experience, communication, and service excellence capabilities throughout their journey.
• Partner with Quality and Operations teams to design and deploy targeted development initiatives for individuals, teams, or specific business areas.
• While IKEA Process Change is leaded by the Global Quality Manager, the Global Training Manager defines the learning approach for operational process changes, ensuring the most effective deployment method is selected based on business impact, urgency, and audience requirements.
• Recruitment Framework & Hiring Excellence Define and continuously improve the recruitment framework for coworkers across the partnership. Establish hiring profiles, assessment methodologies, interview stages, evaluation criteria, and selection standards aligned with operational success factors. Analyse performance, training, and quality data to identify characteristics of high-performing employees and translate findings into recruitment recommendations. Partner with Operations, Quality, Training, and Recruitment stakeholders to continuously refine hiring practices and improve candidate quality.
• Define and continuously improve the recruitment framework for coworkers across the partnership.
• Establish hiring profiles, assessment methodologies, interview stages, evaluation criteria, and selection standards aligned with operational success factors.
• Analyse performance, training, and quality data to identify characteristics of high-performing employees and translate findings into recruitment recommendations.
• Partner with Operations, Quality, Training, and Recruitment stakeholders to continuously refine hiring practices and improve candidate quality.
• Leadership Onboarding & Manager Readiness Own the onboarding framework for managers joining the IKEA partnership, whether internally promoted or externally hired. Develop standardized learning journeys covering IKEA governance, operating model, performance frameworks, customer expectations, reporting structures, and key operational methodologies. Ensure new leaders rapidly gain the knowledge and context required to successfully operate within the IKEA environment.
• Own the onboarding framework for managers joining the IKEA partnership, whether internally promoted or externally hired.
• Develop standardized learning journeys covering IKEA governance, operating model, performance frameworks, customer expectations, reporting structures, and key operational methodologies.
• Ensure new leaders rapidly gain the knowledge and context required to successfully operate within the IKEA environment.
• IKEA Brand Immersion & Employee Engagement Promote initiatives that strengthen employee understanding of IKEA’s culture, values, products, customer promise, and retail environment. Develop innovative approaches to keep employees connected to the IKEA brand through learning experiences, communication channels, workplace branding, digital content, and engagement initiatives. Partner with IKEA stakeholders to ensure employees remain informed of key brand developments, business updates, and cultural priorities.
• Promote initiatives that strengthen employee understanding of IKEA’s culture, values, products, customer promise, and retail environment.
• Develop innovative approaches to keep employees connected to the IKEA brand through learning experiences, communication channels, workplace branding, digital content, and engagement initiatives.
• Partner with IKEA stakeholders to ensure employees remain informed of key brand developments, business updates, and cultural priorities.
• Governance Participates in internal operational meetings to discuss performance, share updates, and collaborate on operational matters. Participates in client governance meetings, contributing to discussions on performance, strategy, and partnership governance. Presents Training results to Client stakeholders: Prepares and delivers clear, accurate reports and presentations about training outcomes to clients, ensuring transparency and understanding.
• Participates in internal operational meetings to discuss performance, share updates, and collaborate on operational matters.
• Participates in client governance meetings, contributing to discussions on performance, strategy, and partnership governance.
• Presents Training results to Client stakeholders: Prepares and delivers clear, accurate reports and presentations about training outcomes to clients, ensuring transparency and understanding.
• People Supports hiring and onboarding of staff: Involved in recruiting new staff for training roles and ensures their onboarding process is thorough, enabling them to become effective quickly. Ensures Certification of Training Staff: Guarantees that all personnel working in training have completed necessary certification programmes and are fully qualified for their roles.
• Supports hiring and onboarding of staff: Involved in recruiting new staff for training roles and ensures their onboarding process is thorough, enabling them to become effective quickly.
• Ensures Certification of Training Staff: Guarantees that all personnel working in training have completed necessary certification programmes and are fully qualified for their roles.
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