Learning and Development Lead at Club Concierge Africa

Job Description

Strategic Development & Execution  

• Design and implement a learning and development strategy aligned with the company’s business goals, culture framework, and growth trajectory.
• Lead the execution of training plans for different business units (operations, vacation ownership,  marketing, members services, finance, product and innovation, IT, reservations, finance, people ops etc.).
• Support leadership development, onboarding, technical upskilling, and soft skills enhancement across teams.

Needs Analysis & Program Design  

• Conduct regular Training Needs Analysis (TNA) through collaboration with team heads, performance data review, and surveys.
• Develop engaging learning interventions, including instructor-led sessions, e-learning, coaching, cross-functional projects, and workshops.
• Customize training to support timeshare-specific functions such as telemarketing, sales presentations, customer relationship management, and compliance.

Program Delivery & Evaluation  

• Facilitate training sessions and workshops, or coordinate internal/external facilitators.
• Implement learning systems and tools to deliver, track, and evaluate training programs (e.g., LMS platforms).
• Monitor effectiveness and ROI of training programs through post-training evaluations, KPIs, and impact assessments.

Culture, Engagement & Talent Development  

• Partner with the People Ops  team to foster a learning culture that drives innovation, ownership, and growth.
• Champion talent development pathways including high-potential programs, career progression tracks, and succession planning.
• Drive learning initiatives around service excellence, emotional intelligence, cultural intelligence, and leadership in hospitality.

Vendor Management & Budgeting  

• Source, assess, and manage external training vendors, consultants, and platforms.
• Develop and manage L&D budgets, ensuring cost effectiveness and value generation.

Requirements

• Bachelor’s Degree in Human Resources, Organizational Development, Business, or related field. A Master’s Degree or L&D certifications (CIPD, SHRM, ATD, etc.) is an advantage.
• 5+ years of experience in learning and development, preferably in hospitality, tourism, or customer experience-driven industries.
• Proven ability to design and implement strategic training programs across diverse functions.
• Strong facilitation, coaching, and instructional design skills.
• Familiarity with LMS platforms, learning technology, and digital content tools.
• Experience in startups or high-growth environments is highly desirable.
• Excellent communication, stakeholder management, and project leadership skills.