Training Specialist-Customer Service

Company: Alshaya –

WebSite: Nasr City, Cairo, Egypt

Job Description:**Job Description: Training Specialist**

**Purpose:**

The Training Specialist is responsible for the development and delivery of engaging and practical training programs within the Art of Selling framework. This role aims to empower retail teams to enhance customer satisfaction, engage high-value customers (HVCs), and drive like-for-like (LFL) transaction growth through the application of advanced selling techniques and the creation of memorable customer experiences.

**Responsibilities:**

* **Program Support:** Assist the Learning Design Manager in the design, development, and execution of the Art of Selling program, ensuring alignment with organizational objectives. Coordinate with internal teams and external vendors to gather input and manage resources for training material development.
* **Content Development:** Support the creation and refinement of training materials, including presentations, guides, and digital content, ensuring relevance to business objectives. Conduct research on customer engagement trends and sales techniques to integrate best practices into training content.
* **Customer-Centric Focus:** Collaborate on initiatives to enhance customer satisfaction (CSAT), drive LFL transactions, and improve HVC engagement. Assist in gathering feedback from store teams and participants to identify areas for improvement in training content or implementation strategies.
* **Project Support and Administration:** Track program rollout progress and maintain project timelines, ensuring adherence to milestones. Organize and document feedback, attendance, and performance data to measure program effectiveness and support reporting efforts.
* **Technology Utilization:** Utilize CRM tools (e.g., Salesforce, HubSpot) to gather insights and tailor training content. Manage learning management systems (LMS) to upload, track, and organize training resources. Leverage tools such as Excel, Google Sheets, and SurveyMonkey to monitor feedback, track key metrics, and refine training processes.

**Competencies:**

* **Strategy:** Demonstrated experience in developing and delivering impactful customer experience (CX) initiatives, with a strong understanding of customer satisfaction and loyalty-building strategies.
* **Project Management:** Proven ability to manage project timelines, track progress, and provide regular updates to the Learning Design Manager.
* **Communication & Negotiation Skills:** Exceptional teamwork skills to facilitate effective collaboration with cross-functional teams and stakeholders.
* **Consulting Background:** Analytical aptitude to assess gaps and recommend improvements in training programs.
* **Research Skills:** Proficiency in identifying and integrating customer engagement trends and advanced selling techniques into training content.

**Qualifications:**

* Bachelor’s degree in Business, Education, or a related field. Certifications in instructional design or digital learning tools are preferred.
* Minimum of 2-3 years of experience in a supporting role within learning and development, retail operations, or customer service, preferably within the retail or luxury sectors.
* Proficiency in English and Arabic is required.
* Familiarity with LMS platforms and content management tools for training materials.
* Proficiency in basic analytics tools (e.g., Excel, Google Sheets) and CRM platforms for data gathering and reporting.
* Experience with digital facilitation tools, such as Microsoft Teams or Zoom, for managing virtual resources.
* Strong organizational skills, attention to detail, and the ability to manage multiple tasks simultaneously.
* Excellent communication and collaboration abilities are essential.
* Familiarity with retail KPIs (LFL transactions, conversion rates, etc.), HVC engagement strategies, and advanced selling techniques.

Skills: