Training & Learning Partner at Club Concierge Africa

Role Overview

• The People Development & Learning Partner will be responsible for designing, delivering, and evaluating learning and development initiatives that strengthen the capability of our people to deliver exceptional service to our members and clients. This role will work closely with leaders across the business to identify training needs, create bespoke development programs, and build a culture of continuous learning aligned with our club’s values of excellence, discretion, and personalized service.

Key Responsibilities

Learning & Development Strategy

• Partner with leadership to assess organizational and departmental training needs.
• Design and implement a comprehensive Learning & Development (L&D) strategy that supports business goals and enhances member experience.
• Align all training initiatives with the brand’s service standards and culture.

Training Design & Delivery

• Develop, facilitate, and evaluate in-house training programs (e.g., customer service excellence, leadership, concierge skills, luxury hospitality standards).
• Curate and manage external training providers where specialized learning is required.
• Create engaging digital and in-person learning solutions, ensuring accessibility for all employees.

Talent & People Development

• Implement frameworks for career development, succession planning, and leadership pipelines.
• Support managers with coaching and resources to effectively develop their teams.
• Drive onboarding and induction programs to ensure a seamless employee experience from day one.

Performance & Capability Building

• Work with HR and leadership to link training to performance management outcomes.
• Track learning impact on employee performance, guest satisfaction, and business KPIs.
• Champion continuous improvement by leveraging feedback, training metrics, and industry best practices.

Culture & Engagement

• Foster a strong learning culture that encourages curiosity, growth, and accountability.
• Promote diversity, equity, and inclusion through tailored development programs.
• Act as an internal consultant for people managers, supporting team development initiatives.

Key Skills & Competencies

• Strong knowledge of learning methodologies and adult learning principles.
• Excellent facilitation, coaching, and communication skills.
• Ability to design engaging training programs tailored to luxury service environments.
• Data-driven mindset with the ability to measure and demonstrate ROI of L&D programs.
• Strong stakeholder management and influencing skills.
• High emotional intelligence, discretion, and cultural awareness.

Qualifications & Experience

• Bachelor’s degree in Human Resources, Education, Business, or related field.
• Professional certification in Learning & Development, Coaching, or Talent Development (CIPD, ATD, SHRM, or equivalent) preferred.
• Minimum 7 years of experience in Learning & Development, or People Development.
• Previous experience in hospitality, luxury brands, or membership clubs strongly preferred.