Learning and Development Lead

2 weeks ago

Dubai, United Arab Emirates Wheely Full time

Wheely is a Swiss-founded British luxury services company. We lean into both cultural identities: Swiss privacy and British prestige hospitality. Our product combines highly-trained chauffeurs, fine in-car experiences, and instant journey availability via a well-designed app.

Over the next 5-10 years we plan to build out and offer a full portfolio of luxury personal services, allowing clients to protect their time beyond just chauffeuring.

We are entering the world's megacities one at a time—having started with London, Paris, Moscow, and Dubai. We are a Series B scale-up, and have raised $28 million to date.

**About the role**:
You will be responsible for overseeing the delivery of training for our Chauffeurs and customer service team in providing a five-star luxury customer experience. You will also be responsible for maintaining content of country-specific learning initiatives. You will act as a mystery shopper taking journey and ensuring our standards are met, providing feedback and coaching Chauffeurs at the end of the journey. Moreover, assessing the exceptional customer service provided by Wheely will be one of your responsibilities.

You will have a hands-on approach to meet this challenge and support the UAE team to become the fastest-growing market within the company.

**What you will be doing**:

- Assess Chauffeurs against The Wheely Standard through mystery shopping journeys followed by effectively delivered feedback to improve performance
- Deliver training to enable Chauffeurs & Customer Service team to achieve The Wheely Standard
- Monitor customer service communication to ensure an exceptional level of customer service
- Analyse results, identifying trends & providing feedback on areas for improvement
- Train the Customer Service team based on insights gained from the analysis
- Manage & maintain Dubai-specific learning content and CS content, making adjustments specific to the region/function where required
- Partner with peers in other regions to continuously improve the processes, ensuring the passenger expectations are consistently being exceeded
- Enhance the customers' experience with our service, while also contributing to the growth of the company
- Support in building the feedback loop between quality, training and customer service to continuously improve standards

**Requirements**:

- Certified group trainer (Group Training Certificate or equivalent)
- 3+ years of experience in a specialised Learning & Development role
- Previous working experience in Dubai is a must for this role
- Experience designing, delivering & evaluating training programs
- Successful track record of engaging facilitation in a group classroom setting
- Experience in a luxury customer-facing environment, preferably hospitality
- Flexibility — able to work at our Academy and conduct mystery shops all around the city
- Excellent interpersonal and communication skills, empathy & engagement are key
- Methodical approach to building quality improvement and exceptional attention to detail. Ability to create, maintain, enter, analyse and act upon data
- Excellent organisational skills
- Adaptable & thrive in a fast-paced environment
- Outstanding presentation skills, in-depth knowledge of Powerpoint / Google slides). Desired experience in Articulate 360 suite
- UAE driving license is preferable

**What we Offer**:

- Competitive salary and equity package
- Monthly credit for journeys with Wheely
- Private health insurance
- Professional development subsidies
- Language allowance for desirable languages
- Lunch allowance
- Best-in-class equipment

Wheely is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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