Customer Facing Learning & Development

Full Time Human Resource

Website Nestle

Nestlé is the world's largest food and nutrition company. Founded and headquartered in Vevey, Switzerland, Nestlé originated in a 1905 merger of the Anglo-Swiss Milk Company, established in 1867 by brothers George Page and Charles Page, and Farine Lactée Henri Nestlé, founded in 1866 by Henri Nestlé. The company grew significantly during the First World War and again following the Second World War, eventually expanding its offerings beyond its early condensed milk and infant formula products. Today, the company operates in 86 countries around the world, and employs over 280,000 people.

Customer Facing Learning & Development

Position Snapshot

Location: Nespresso UAE

Company: Nestlé Nespresso

Qualifications: Completed Bachelor’s degree / Diploma in the relevant field.

Experience: 3 – 4 years of experience in training and development

Position Summary

We are looking for a Customer Facing Learning and Development Specialist for Nespresso UAE who embodies a customer-centric ethos, demonstrates dynamism, proactivity, and a steadfast commitment to delivering premium service and top-notch training across all customer-facing roles. This pivotal role entails designing and executing tailored training strategies aligned with Nespresso’s values and business objectives, empowering employees to excel in their roles and enhance the overall customer experience. The ideal candidate will thrive in a collaborative environment, working closely with stakeholders to localize global training content and drive continuous improvement, thus contributing to the growth and success of Nespresso UAE while honing their skills in learning and development within a dynamic and fast-paced setting.

A day in the life of..

  • Lead the design, development, and delivery of a Customer Facing Nespresso Learning strategy aligned with business objectives and People Strategy, ensuring innovative learning experiences.
  • Implement a learning and delivery model that ensures excellent, efficient, and consistent training execution.
  • Conduct and facilitate classroom/online training sessions for Boutique, Trade, and Customer Service Teams on topics including Customer Service, Machine training, Commercial, and Safety.
  • Train Nespresso employees across Boutiques, Customer Relationship Centers (CRC), and Trade on global Nespresso training content.
  • Plan, organize, and facilitate onboarding trainings for all employees, adapting global content to suit local needs.
  • Continuously update and monitor the progress of training deployment in the market using designated tools/systems.
  • Manage the learning management system (iLearn) to track KPIs, update information, and manage rosters.
  • Handle feedback promptly and accurately using provided tools to adapt or develop training materials.
  • Analyze training event satisfaction and pedagogical efficiency, providing recommendations for improvement.
  • Establish and maintain communication with key stakeholders in the business and training participants.

What will make you successful?

  • Effective communication and influencing skills are crucial for coaching best practices across various internal stakeholders. The successful candidate should be passionate, tenacious, customer-focused, independent, and thrive in a dynamic environment.
  • Required experience includes 3-5 years in training and development, along with expertise in presentation techniques, communication, and training methodologies.
  • Essential attributes encompass patience, pedagogical methodology (including coaching), empathy, and active listening skills.
  • Strong organizational abilities are a must.
  • The candidate should demonstrate potential to comprehend and teach subjects such as technologies, communication skills, selling skills, etc.
  • Proficiency in Office tools is essential.

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