Senior Manager – Learning & Development (Trainer)

About the Role

We are hiring a Senior Manager – Learning & Development function for the Sales organization. This is a senior, ownership-driven role for someone who can operate as both a strategic department leader and a hands-on trainer. You will lead a small team of L&D Associate Managers, design and own the overall training roadmap, and be directly accountable for lifting L&D scores and sales capability across the department.

Key Responsibilities

■ Own and lead the complete L&D charter for the Sales department, including new-hire onboarding, ongoing skill-development, and refresher training programs.

■ Manage and mentor a team of Associate Manager – L&D (Trainers), setting their training calendars, reviewing content quality, and ensuring consistent delivery standards.

■ Own the department's overall L&D score/effectiveness metrics, and be accountable for continuous improvement through data-backed interventions.

■ Design, pilot, and scale new L&D initiatives (e.g., first-call audit frameworks, persona-based selling modules, objection-handling playbooks) in collaboration with Sales and Category leadership.

■ Conduct call audits and floor observations personally to identify skill gaps, and translate findings into structured training modules and coaching plans.

■ Partner with Sales Managers and Category teams to align training priorities with business goals, seasonality, and destination-specific requirements.

■ Build and maintain training collateral, assessment frameworks, and certification processes for sellers and trainers alike.

■ Track and report training effectiveness (pre- vs. post-training performance, MHE reduction, conversion uplift) to leadership on a regular cadence.

■ Represent L&D in monthly rotational VOC reviews, ensuring customer feedback is fed back into training content.

What We're Looking For

■ 5+ years of experience in Learning & Development / Sales Training, with at least 1–2 years in a team-leading or department-ownership capacity.

■ Hands-on training delivery experience – you should be equally comfortable designing curriculum and delivering it on the floor.

■ Prior experience managing or mentoring a small team of trainers/associates.

■ Strong analytical mindset – comfortable working with call-quality data, scorecards, and performance dashboards to drive decisions.

■ Excellent communication, facilitation, and stakeholder-management skills across Sales, HR, and Category functions.

■ Experience in travel, BPO, e-commerce, or other high-volume B2C sales environments is strongly preferred.

■ Graduate/Postgraduate in any discipline; certification in training/instructional design is a plus.

What You Can Expect

■ A department-owner mandate with direct visibility to senior leadership and real influence.

■ The opportunity to build and scale L&D as a strategic function from a position of strong existing momentum.

■ A high-trust, outcomes-first culture that rewards initiative and measurable impact.