Fendi Client Experience Training Manager
Fendi in Rome seeks a Client Experience Training Manager to design and deliver global retail learning programmes. Hybrid role reporting to WW Retail Training Director.
Overview
Fendi is an Italian maison renowned for its artisanal leather goods and high-fashion collections and operates within the LVMH group. The brand combines Roman heritage and contemporary creativity, sustaining a global retail network and structured corporate functions at its Rome headquarters.
Role & Responsibilities
- Define and deploy the global learning strategy and roadmap for client experience, onboarding and leadership across the worldwide retail network.
- Design end-to-end training programmes (blended in-person and digital) that marry a global framework with regional needs for storytelling, managerial development and technical selling skills.
- Set and measure success metrics for training initiatives using retail KPIs, client KPIs, NPS and qualitative evaluation; produce regular outcome reports and recommendations.
- Plan, coordinate and deliver training sessions globally, including creation of training calendars and a repeatable on‑the‑floor coaching methodology to maximise impact.
- Partner with regional retail training teams to translate e‑learning and seasonal collection knowledge into practical selling behaviours and real‑life scenario exercises.
- Collaborate with central CRM and omnichannel teams to align training with client behaviour insights and to design dedicated customer service learning interventions.
- Identify and implement innovations in learning methodologies and content to meet evolving business and learner needs.
- Manage the Client Experience Training budget and coordinate regional budgetary alignment.
Qualifications
- University degree or equivalent in a relevant discipline (marketing, communications or similar).
- Minimum eight years of progressive experience in training, learning & development or client experience within international retail environments; demonstrable track record in strategy development.
- Proven ability to design and manage the full training cycle, including face‑to‑face facilitation and digital learning deployment via learning platforms.
- Strong analytical capability to interpret retail KPIs, NPS and client metrics and translate them into training interventions.
- Excellent stakeholder management, communication and presentation skills; ability to operate across complex global and regional matrices.
- Leadership qualities with experience managing at least one direct report and coordinating cross‑functional projects.
- Willingness and ability to travel to key retail locations; results‑driven and deadline-oriented.
- Fluency in English required; Italian is a plus.
Skills
Experience
More than eight years of experience in training, learning & development or client experience roles within international retail companies, with proven exposure to global programme design and deployment.
Education
University degree or equivalent in a relevant field (marketing, communications or related discipline).
Workplace
This position is based in Rome, Lazio, Italy. Cerulean lists 64 open roles in Rome, including 1 posted recently. The broader Lazio area accounts for 70 active listings on Cerulean, 2 of which are new. In Italy as a whole, Cerulean currently features 1.384 open positions, with 17 posted this week.
Culture
Fendi blends Roman craftsmanship with contemporary innovation and operates within the LVMH group, offering a culture that values creativity, attention to detail and international collaboration. The workplace emphasises cross‑functional teamwork, retail excellence and continuous development of client‑facing talent.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Fendi, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Retail Training Manager», «Retail Learning & Development Manager», «Client Experience Learning Manager», «Global Retail Training Lead», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.