Marchesi 1824 Training Manager

About Marchesi 1824

Marchesi 1824, a prestigious name in Milanese patisserie, represents the Prada Group's foray into the Food and Beverage sector. Alongside Bar Luce and Ristorante Torre, these establishments merge art and gastronomy within the Fondazione Prada spaces. The brand is renowned for its blend of history, tradition, creativity, and innovation, offering an unparalleled service and product quality, thus ensuring a unique customer experience.

Role & Responsibilities

• Define and implement the Retail Training roadmap for all store roles, aligned with business priorities and retail strategy.
• Design and deliver induction, technical, product and behavioral training programs to foster a high-performance, service-oriented culture.
• Develop and oversee blended learning approaches, including classroom training, on-the-job learning, digital learning and Train the Trainer programs.
• Identify learning needs through business analysis, performance feedback and collaboration with Retail and Store Management.
• Monitor training effectiveness through feedback, KPIs and performance indicators, and continuously improve learning initiatives.
• Define and continuously enhance the Marchesi 1824 Customer Journey, identifying key touchpoints, service rituals and expected behaviors.
• Adapt Prada Group service standards and values to the Marchesi 1824 context and luxury food and beverage environment.
• Develop service guidelines, tools and learning experiences that enable teams to deliver a consistent, distinctive client experience.
• Coach and support store teams in embedding a client-centric culture and delivering service aligned with brand values and client expectations.
• Partner with Retail and Store Management to identify opportunities to improve the customer experience.
• Lead the development of product knowledge and storytelling programs across relevant food and beverage categories.
• Build training content that strengthens teams’ understanding of product quality, craftsmanship, heritage and brand identity.
• Equip teams with the knowledge and storytelling skills to create meaningful product engagement with clients.
• Align training programs with seasonal launches, new products, innovation and commercial priorities.
• Collaborate with relevant internal functions and product experts to ensure training content is accurate, consistent and relevant.
• Support training program implementation across international stores, maintaining global standards while considering local market specificities.
• Provide dedicated training support for new store openings, strategic projects and key business initiatives, including on-site presence where required.
• Facilitate knowledge transfer and develop local trainers through coaching, mentoring and Train the Trainer activities.
• Ensure effective implementation and adoption of training standards across markets and retail environments.
• Build strong partnerships with Retail, Store Management, HR and other relevant stakeholders to align business priorities with people development.
• Act as a point of reference for training, service culture and customer experience within Marchesi 1824.
• Stay current with luxury retail, hospitality and food and beverage learning and service trends, identifying opportunities for innovation.
• Continuously evolve training methodologies, tools and content to support business growth and organizational development.

Qualifications

• At least 10 years of experience in Retail Training, Learning & Development and Customer Experience, preferably in luxury food and beverage, high-end hospitality or premium retail.
• Strong knowledge of training methodologies, service excellence and the customer journey.
• Excellent facilitation, communication, coaching and stakeholder management skills.
• Combines strategic thinking with hands-on execution.
• Passion for luxury service, product storytelling and brand culture.
• Fluent in Italian and English; additional languages are a plus.
• Willingness to travel nationally and internationally.

Skills

Experience

At least 10 years in Retail Training, Learning & Development and Customer Experience, preferably within luxury food and beverage, high-end hospitality or premium retail.

Workplace

Culture

Marchesi 1824 fosters a culture where history and tradition meet creativity and innovation. The team is passionate about delivering excellence and quality, ensuring a unique customer experience while embodying the values of the Prada Group and Fondazione Prada.

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.