Cx Training Manager

At **Vueling**, we love things to happen. We always try to go one step further and do it better. More than a job - it's a way of life.
That's why we work together as a team made up of talented and passionate people, collaborating, supporting and complementing each other.
We are one of Europe’s leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.

**Job Purpose**
The CX Training Manager will be responsible to ensure our frontline staff embodies Vueling values, standards, product, and processes so they can deliver an exceptional and consistent service for our customers. That should be leveraged by designing and effectively delivering a high-quality training content for our frontline staff across VY Network.

**Main Accountabilities**

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Design, implement and deliver high-quality training materials for our frontline staff so they keep embodying VY’s customer experience standards, product, processes, and values.
- Prepare budget, training calendar, facilities and organise face-to-face training sessions for our frontline staff across VY network.
- Actively seek current training methods and best practices to facilitate training.
- Engage with Customer, Commercial, Marketing, Ancillaries, Maintenance and Operations departments on evolving the CX Standards based on feedback received during training sessions.
- Drive brand values and customer philosophy through all training activities.
- Develop individualized and group training programs that address specific business needs.
- Select and manage resources, including working with both internal employees and training vendors to develop and deliver training.
- Act transversally developing a complete customer journey view and enhancements opportunities from benchmarking IAG operating companies and industry.

**Main Responsibilities - Tasks**

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Main Relationships*
- Operations
- Marketing
- Commercial
- Ancillaries
- Customer

**Education**
- Bachelor’s degree

**Experience**
- Track record of minimum 2 years successfully delivering training for medium and large audiences - especially airport ground handling staff.
- Strong knowledge of airport operations and processes. Knowledge of inflight operations will be a plus
- Proven experience analysing area’s needs, training planning, development, and implementation

**Competencies**
- Track record of minimum 2 years successfully delivering training for medium and large audiences - especially airport ground handling staff.
- Strong knowledge of airport operations and processes. Knowledge of inflight operations will be a plus
- Proven experience analysing area’s needs, training planning, development, and implementation

**Languages**
- Track record of minimum 2 years successfully delivering training for medium and large audiences - especially airport ground handling staff.
- Strong knowledge of airport operations and processes. Knowledge of inflight operations will be a plus.
- Proven experience analysing area’s needs, training planning, development, and implementation

**Other**

**Location**
**Level**

**Our benefits**
Every single person who works with us is unique. And we want your experience of working at Vueling to be just as unique. Our employee benefits include staff travel, discounts, flexible working model and much more Want to learn more? click here

We have won the award for the “**Best Low-Cost Airline in Europe 2021**” at the Skytrax World Airline Awards, the world’s largest annual airline passenger satisfaction survey. We will continue to work hard to always offer the best customer experience