Training Manager

Your Purpose

Join our MSC Cruises Excellence Hub in Valencia as Training Manager, where you will lead the development of our sales teams by designing and delivering high-impact onboarding and upskilling programmes.
You will manage a team of Training Specialists and work closely with Site Leadership and Revenue Management to ensure training is aligned with business priorities equipping Sales Agents with the skills, confidence, and mindset to perform at their best.
In this role, you will help shape a learning environment where people continuously grow, improve, and succeed by supporting the development of high-performing teams and contributing to strong commercial results.
With a focus on both performance and people, you will play a key role in building a culture that is genuine at heart, while enabling teams to consistently Achieve the Extraordinary and expand their possibilities.

Your Impact

Team Leadership

• Lead, develop, and performance-manage 2 Training Specialists
• Build a high-performing training team focused on sales excellence and product mastery
• Set team KPIs aligned with Hub NTR targets and quality standards

Program Design & Delivery

• Develop upskilling programs targeting objection handling, upsell techniques, premium advisory
• Deliver training sessions ensuring consistent, world-class training delivery

Performance Coaching

• Partner with Business Analysts to identify skill gaps from performance data
• Design targeted interventions improving NTR conversion and quality scores

Training Innovation

• Implement blended learning with e-learning platforms and microlearning modules
• Optimize 12/7 training schedules across rotating shifts
• Track training ROI through agent performance metrics and business impact

Your Journey so far

Essential Experience & Skills

• 5+ years contact center training/L&D, with 2+ years managing training teams
• Proven success designing sales training in high-performance environments
• Experience with consultative sales training and complex product portfolios

Education

• Bachelor's degree in Business, Education, HR, or related field, Master’s degree preferred

Key Competences

• Leadership excellence motivating and developing training specialists
• Instructional design expertise with adult learning methodologies
• Data-driven training strategy using performance analytics
• Strong training and coaching skills for both agents and trainers

Your Essentials

• Fluent English required; additional European language advantageous
• Full right to work in Spain
• Comfortable working in rotating shifts

Working Hours: Availability to work rotating shifts, including evenings and weekends (opening office 12/7) 
Location: Valencia, Spain

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!