Senior Manager, Training

About the role

The Senior Manager, Training leads the development and delivery of training programmes that strengthen the business development, relationship management and service capabilities of teams within Gaming & Business Development. Working closely with business leaders, the person identifies capability gaps, turns business priorities into practical learning programmes and coaches employees and managers to apply the skills. The goal is to build confident, commercially effective teams able to build and maintain strong relationships with premium guests.

Key responsibilities

• Partner with Gaming & Business Development leaders to identify training needs, capability gaps and development priorities.
• Develop a structured training plan and learning pathways for new and existing team members, and review and update programmes in line with business priorities, guest expectations and performance feedback.
• Design and deliver training in prospecting, understanding client needs, relationship building and client retention, and in sales conversations, objection handling, follow-up and opportunity identification.
• Build capabilities in premium guest engagement, including rapport building, discretion, managing expectations and cross-cultural communication.
• Deliver programmes on communication, active listening, emotional intelligence, presentation skills and interpersonal effectiveness, and coach staff on difficult conversations, conflict resolution and service recovery.
• Run workshops, role-plays and practical exercises, and provide individual and team coaching, including coaching managers on how to coach their teams.
• Support onboarding and the development of internal trainers or training champions where appropriate.
• Maintain training materials, facilitator guides, exercises and assessment tools, assess participant progress and evaluate training effectiveness with business leaders.
• Coordinate training schedules and work with internal specialists or external providers as required.

Required profile

• Experience designing and delivering training in business development, sales, client relationship management, premium service or a related commercial function.
• Strong facilitation, coaching and interpersonal skills, able to engage employees at different levels.
• Practical understanding of relationship-led sales, client engagement and retention.
• Ability to identify capability gaps and turn business needs into learning programmes.
• Experience working with senior stakeholders and coaching customer-facing teams in a multicultural environment.
• Relevant training, coaching or adult-learning qualifications are advantageous.