Training Manager

Marchesi 1824 marks the Prada Group's entry into the world of Food & Beverage, enriching the Milanese tradition with the renowned Marchesi patisseries. These icons of history and culture are joined by Bar Luce and Ristorante Torre, exclusive spaces that blend art and gastronomy within the Fondazione Prada.

In our world, history and tradition intertwine with creativity and innovation, thanks to the talent and passion of our team, who contribute to creating a service of excellence and products of the highest quality. These essential elements ensure every experience is unique and unforgettable for our customers

JOB PURPOSE

The Training Manager is responsible for defining and implementing the Training & Customer Experience strategy for Marchesi 1824, across Italy and international markets.

The role combines strategic vision with operational execution, with the objective of developing excellence across Client Service, Product Knowledge and People, while shaping a distinctive and consistent Customer Journey that reflects Prada Group values and is tailored to the specificities of the luxury F&B environment.

The Training Manager acts as a key partner to Retail and Store Management, supporting the development of teams, service culture and product expertise, and ensuring the effective transfer of knowledge and brand standards across markets.

RESPONSIBILITIES

Learning & Development

• Define and implement the Retail Training roadmap for all store roles, in alignment with business priorities and retail strategy.
• Design and deliver induction, technical, product and behavioral training programs, fostering a high-performance and service-oriented culture.
• Develop and oversee blended learning approaches, including classroom training, on-the-job learning, digital learning and Train the Trainer programs.
• Identify learning needs through business analysis, performance feedback and collaboration with Retail and Store Management.
• Monitor training effectiveness through feedback, KPIs and performance indicators, continuously improving learning initiatives.

Client Experience & Service Culture

• Define and continuously enhance the Marchesi 1824 Customer Journey, identifying key touchpoints, service rituals and expected behaviors.
• Translate and adapt Prada Group service standards and values to the specific context of Marchesi 1824 and the luxury F&B environment.
• Develop service guidelines, tools and learning experiences that enable teams to deliver a consistent and distinctive client experience.
• Coach and support store teams in embedding a strong client-centric culture and delivering service aligned with brand values and client expectations.
• Partner with Retail and Store Management to identify opportunities for continuous improvement in the customer experience.

Product Knowledge & Storytelling

• Lead the development of product knowledge and storytelling programs across all relevant F&B categories.
• Build training content that strengthens teams’ understanding of product quality, craftsmanship, heritage and brand identity.
• Equip teams with the knowledge and storytelling skills required to create meaningful product engagement with clients.
• Ensure training programs are aligned with seasonal launches, new products, innovation and commercial priorities.
• Collaborate with relevant internal functions and product experts to ensure accuracy, consistency and relevance of training content.

International Support & Retail Expansion

• Support the implementation of training programs across international stores, ensuring consistency with global standards while considering local market specificities.
• Provide dedicated training support for new store openings, strategic projects and key business initiatives, including on-site presence where required.
• Facilitate knowledge transfer and support the development of local trainers through coaching, mentoring and Train the Trainer activities.
• Ensure effective implementation and adoption of training standards across different markets and retail environments.

Stakeholder Management & Continuous Improvement

• Build strong partnerships with Retail, Store Management, HR and other relevant stakeholders to ensure alignment between business priorities and people development.
• Act as a point of reference for training, service culture and customer experience within Marchesi 1824.
• Stay up to date with luxury retail, hospitality and F&B learning and service trends, identifying relevant opportunities for innovation.
• Continuously evolve training methodologies, tools and content to support business growth and organizational development.

KNOWLEDGE AND SKILLS

10+ years of experience in Retail Training, Learning & Development and Customer Experience, preferably within luxury F&B, high-end hospitality or premium retail.

Strong knowledge of training methodologies, service excellence and customer journey.

Excellent facilitation, communication, coaching and stakeholder management skills.

Strong combination of strategic thinking and hands-on execution.

Passion for luxury service, product storytelling and brand culture.

Fluent in Italian and English; additional languages are a plus.

Willingness to travel nationally and internationally.

Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.
Prada Group promotes an inclusive work environment, ensuring equal opportunities for all candidates, regardless of gender, ethnicity, sexual orientation, disability, or other personal characteristics. We believe that diversity is a value and we are committed to build a fair and respectful workplace for all.