Learning & Development Specialist (Customer-Facing)

Position Summary

Lead Learning & Development Strategy

• Own and drive the Coffee Expertise Training Program in collaboration with HR.
• Design and execute the annual L&D strategy focused on coffee capability building.
• Deliver training sessions, workshops, and train-the-trainer initiatives.
• Monitor training effectiveness and continuously enhance learning content.
• Track key KPIs (completion rates, certification levels, training impact).

Build Internal Capability & Coffee Culture

• Foster a strong coffee culture across the organization.
• Establish and develop the Coffee Bard network, including coaching and capability building.
• Support employees in developing coffee knowledge and sensory skills.
• Act as the local sensory referent, ensuring high tasting standards.

Content Excellence & Knowledge Management

• Ensure accuracy and consistency of all coffee-related training and communication materials
• Adapt and localize global content for the UAE market
• Act as the key link between HQ Coffee Experts and the local market

Coffee Expertise & Brand Representation

• Act as a local ambassador of Nespresso coffee expertise internally and externally
• Contribute to positioning Nespresso as a reference for coffee expertise in the market
• Represent Nespresso in workshops, events, and selected external engagements
• Partner with Marketing and PR teams on coffee-related activations and initiative

Performance & Continuous Improvement

• Track and report on KPIs related to training, engagement, and coffee expertise initiatives
• Measure impact through training outcomes and customer experience indicators
• Identify opportunities to improve coffee expertise programs and initiatives

What Will Make You Successful

• Experience: Strong experience in Learning & Development, training, or capability building
• Experience in delivering training programs and coaching individuals or teams
• Background in coffee, hospitality, retail, or premium customer experience is preferred
• Strong stakeholder management and cross-functional collaboration skills
• Ability to influence and engage without direct authority
• Strong presentation, facilitation, and communication skills
• Structured, detail-oriented, and proactive approach
• Knowledge: Strong understanding of coffee (sensory, production, and value chain)
• Knowledge of training methodologies and adult learning principles
• Understanding of brand positioning and customer experience
• Basic project management capabilities
• Language: Fluency in English required
• Arabic is a plus
• #Nespresso