Global Training Manager

Job Title: Global Training Manager Job Description The Global Training Manager is accountable for defining and governing the learning, capability development, recruitment, and brand immersion strategy across the IKEA partnership. The role ensures that all locations operate with consistent training standards, effective onboarding frameworks, and learning methodologies that enable advisors and leaders to deliver the desired customer experience. The Global Training Manager works in close partnership with Operations, Quality, Recruitment, and IKEA stakeholders to continuously strengthen employee capabilities, accelerate readiness, and promote a strong understanding of the IKEA culture, values, and customer expectations across the partnership. The key responsibilities: Initial Concentrix Training Own the global Concentrix onboarding framework, ensuring a consistent introduction to the company, culture, policies, and operational environment across all locations. Define and govern the Customer Experience training framework, covering core customer service principles (empathy, trust, judgement, reassurance), communication skills, and customer interaction standards. Develop and maintain cultural adaptation programs to help advisors understand the market they support, including customer behaviours, local habits, lifestyle expectations, language nuances, administrative practices, and retail-specific customer journeys. IKEA Training Governance Partner with IKEA training stakeholders to support the development of a consistent and scalable training approach across all countries. Review training journeys, agendas, certification milestones, learning checkpoints, and assessment frameworks to ensure alignment with operational requirements and customer expectations. Monitor training effectiveness through assessments, certification results, knowledge checks, and readiness indicators, identifying risks and improvement opportunities. Coordinate with local training teams to ensure training materials remain accurate and up to date, escalating content gaps or inconsistencies to the appropriate IKEA stakeholders. Oversee training readiness for new launches and ramp-ups, ensuring all required training resources, environments, and dependencies are identified and addressed proactively. Continuous Learning & Capability Development Own the continuous learning strategy across the partnership, ensuring employees continue to develop customer experience, communication, and service excellence capabilities throughout their journey. Partner with Quality and Operations teams to design and deploy targeted development initiatives for individuals, teams, or specific business areas. While IKEA Process Change is leaded by the Global Quality Manager, the Global Training Manager defines the learning approach for operational process changes, ensuring the most effective deployment method is selected based on business impact, urgency, and audience requirements. Recruitment Framework & Hiring Excellence Define and continuously improve the recruitment framework for coworkers across the partnership. Establish hiring profiles, assessment methodologies, interview stages, evaluation criteria, and selection standards aligned with operational success factors. Analyse performance, training, and quality data to identify characteristics of high-performing employees and translate findings into recruitment recommendations. Partner with Operations, Quality, Training, and Recruitment stakeholders to continuously refine hiring practices and improve candidate quality. Leadership Onboarding & Manager Readiness Own the onboarding framework for managers joining the IKEA partnership, whether internally promoted or externally hired. Develop standardized learning journeys covering IKEA governance, operating model, performance frameworks, customer expectations, reporting structures, and key operational methodologies. Ensure new leaders rapidly gain the knowledge and context required to successfully