Job Summary
As a Senior Manager, Group Learning & Development, you will anchor the L&D function within Como Group, ensuring that the organization’s strategy around Customer Experience standards, leadership development, and continuous learning is effectively implemented and continuously improved. This role involves end-to-end ownership of learning design, development, and delivery, and requires a strong focus on translating strategic objectives into practical, scalable L&D solutions. You will work closely with the Vice President of Customer Experience, other members of the Customer Experience and L&D teams, as well as Business Unit (BU) leaders, to foster a thriving learning ecosystem that supports both organizational goals and individual career growth.
Job Responsibilities
Sustaining Customer Experience Standards
- Lead the Evaluate, Educate, Embed (E3) cycle, ensuring that CX standards are consistently upheld across all BUs.
- Design and implement learning interventions that support continuous improvement in customer-facing roles.
- Leverage feedback loops, assessments, and performance data to iterate on L&D programs, keeping pace with evolving CX objectives.
Developing Leaders
- Conduct gap analyses to identify leadership development needs at various organizational levels.
- Design and deliver leadership programs aligned with Group strategy, working closely with the VP of CX and other senior stakeholders to embed foundational leadership competencies.
- Implement coaching frameworks and methodologies to build a coaching culture, enabling leaders to mentor and guide their teams effectively.
L&D Centre of Excellence & Operations
- Own the creation and maintenance of L&D content, tools, and resources, acting as the internal consultant and vendor manager for learning initiatives.
- Establish efficient operational processes that allow learning to flow seamlessly across the organization, maintaining a strong “nervous system” for knowledge transfer.
- Partner with stakeholders (including data scientists and the PM) to integrate data analytics into L&D initiatives, ensuring evidence-based decision-making and resource allocation.
Collaboration & Stakeholder Management
- Work closely with BU heads, Heads of Functions, and frontline managers to align learning solutions with strategic priorities and on-the-ground realities.
- Engage regularly with the L&D Executive and L&D Manager (Fashion BU) to ensure synergy among L&D initiatives, fostering an environment of mutual support and shared best practices.
- Serve as a respected advisor to leaders and teams, offering insights on effective learning strategies, leadership development, and future-focused skill-building.
Continuous Improvement & Thought Leadership
- Stay abreast of industry trends, emerging technologies, and innovative learning solutions, championing the integration of digital tools and platforms where they will increase efficiency, reduce cost, or remove human effort.
- Advocate for a culture of continuous improvement, using data-driven insights to refine learning strategies and measure impact against key performance indicators (KPIs).
- Provide guidance and mentorship to L&D team members, ensuring capability-building within the function and contributing to their professional growth.
Prerequisite
- Bachelor’s degree in Business, Organizational Development, Human Resources, or a related field; Master’s degree preferred.
- Minimum 12 years of experience in Learning & Development, Organizational Development, or a related field.
- Professional Qualifications (at least one required):
WSQ Diploma in Design and Development of Learning for Performance 2.0 (DDDLP 2.0) preferred
OR WSQ Diploma in Adult and Continuing Education (DACEv2)
OR WSQ Diploma in Design and Development of Learning for Performance
- Certification in at least one recognized leadership methodology (e.g., Situational Leadership II, The Leadership Challenge, or similar frameworks).
- ICF or EMCC Coaching Certification strongly preferred; proven experience implementing coaching at various organizational levels is highly desirable.
- Retail, Hospitality, or F&B operational experience a plus.
- Consulting experience is a plus.
- Excellent negotiation, influencing, and stakeholder management skills.
- Strong interest in and understanding of how technology shapes the future of work and learning.
- Demonstrated ability to lead teams with empathy and independence, fostering a culture of trust, collaboration, and high performance.
- Metrics-driven approach, with experience defining and meeting KPIs, using data to inform decision-making and improve L&D outcomes.
- Exceptional verbal and written communication skills, capable of articulating complex concepts clearly and engagingly to a range of audiences.
