Sales Capabilities Manager

About the Role You will design and oversee Costa's global training initiatives from our Genoa headquarters, elevating agents into Costa storytellers and ambassadors. You will lead a multicultural team, coordinate learning across Costa Customer Hub and MST BPO (Spain & Americas), and drive the performance of our Customer Centers worldwide. What You'll Do

• Shape and coordinate the global training strategy to transform agents into Costa storytellers and ambassadors.
• Plan and oversee cross-location training delivery (product, process, sales skills, quality), ensuring consistency, innovation (including e-learning), and alignment with business priorities.
• Translate business needs into structured training plans, define and monitor KPIs, analyze performance via tests and feedback, and validate results; track training effectiveness and implement corrective actions.
• Continuously improve learning paths to boost efficiency and commercial impact.
• Lead a core team of 5 and coordinate international trainers across Costa Customer Hub and MST BPO (Spain & Americas), driving alignment and sharing best practices; develop innovative training tools and e-learning platforms, leveraging AI solutions to scale learning and generate actionable insights.
• Willingness to travel to collaborate with global teams and stakeholders. What We're Looking For
• 6–8 years of experience managing international training teams in global and multicultural environments.
• Academic background in Economics, Business Administration, Management Engineering, Marketing, or Communication.
• Proven expertise designing innovative training programs (classroom, workshops, role plays, e-learning), including building e-learning platforms from scratch, defining structured learning paths, and setting KPIs.
• Strong analytical capabilities to translate business needs into training plans, define and monitor KPIs, analyze performance (tests, feedback), and drive continuous improvement with measurable impact.
• Proficiency in Word, Excel, and PowerPoint; knowledge of Power BI and AI tools (Copilot, ChatGPT, Gemini) is a plus.
• Fluent in Italian and English; additional languages (French, Spanish, German) are a strong plus.
• Willingness to travel. Nice to Have
• Power BI and AI tools knowledge is a plus.
• Additional languages beyond Italian and English are advantageous. Compensation & Benefits
• Salary: 55,000-60,000€ per year, based on skills and experience; open-term, full-time, hybrid arrangement.
• Benefits: daily meal vouchers, exclusive discounts, Wellbeing@Costa platform access; free medical insurance and welfare benefits for you and your family.
• Lifestyle & Family Care: gifts for milestones, discounts on cruises/onboard services, Amazon Hub Lockers in Genoa offices.
• Growth & Engagement: tailored learning programs, volunteering opportunities, wellbeing initiatives; loyalty program and community events.
• Your Journey with Us: onboarding is smooth and welcoming with a flexible smart working policy.