POSITION SUMMARY
The Director, Cabin Server Training Academy, EU is responsible for designing, leading, and scaling a premium training and experience program focused on brand education, customer engagement, and service excellence. This role ensures that all participants, gain deep knowledge of Flexjet in-flight service, products, and customer experience standards while driving measurable business impact.
DUTIES & RESPONSIBILITIES
1. Academy Strategy & Leadership
- Develop and implement the Red Label Academy vision, strategy, and roadmap aligned with brand and business objectives
- Position the Academy as a center of excellence for product, service, and storytelling
- Continuously evolve the curriculum to reflect trends, innovation, and brand priorities
2. Training Program Development
- Design and deliver engaging learning programs (in-person, virtual)
- Create structured learning pathways for Cabin Servers and other employees where needed
- Develop training materials including presentations, toolkits, and digital content
- Ensure consistency and high-quality delivery across all sessions
3. Stakeholder Management
- Collaborate with internal teams such as Trainers, Marketing, Sales, and HR
- Partner with external trainers and industry experts where needed
- Act as a key ambassador of the Red Label Academy internally and externally
4. Experience & Engagement
- Deliver immersive and memorable training experiences that reinforce brand values
- Integrate storytelling, product demonstrations, and experiential learning techniques
- Foster a community of brand advocates through Academy programs
5. Performance & Impact Measurement
- Define KPIs and metrics to evaluate training effectiveness and ROI
- Track learner progress, engagement, and performance outcomes
- Use insights and feedback to continuously improve programs
6. Operations & Program Management
- Manage Academy calendar, budgets, and logistics
- Ensure smooth execution of training sessions and events
- Oversee digital learning platforms and tools
7. Talent & Hiring Support
- Support recruitment and hiring initiatives by participating in hiring events, assessment days, and open days
- Represent the Red Label Academy and culture to prospective candidates
- Deliver training or onboarding sessions for newly hired employees where required
- Collaborate with HR to ensure alignment between hiring profiles and Academy standards
EDUCATION & EXPERIENCE
- 10 years or more in leading and managing high number of employees required
- 10 years or more in high end hospitality, retail, or premium consumer goods
- Strong experience in training, learning & development, or brand education
- Proven experience managing training programs or academies, mandatory
- Experience in customer experience or brand activation is required
- Familiarity with core job competencies including, but not limited to SOPs, Cabin Server training documents, and other resource documents.
- Able to work in a fast-paced, team-oriented environment
REQUIRED SKILLS & QUALIFICATIONS
- Exhibit strong presentation and facilitation skills
- Excellent communication and storytelling abilities
- Strategic thinking with hands-on execution capability
- Project management and organizational skills
- Ability to influence and collaborate across multiple stakeholders with knowledge of how to motivate and train different learning styles
- Passion for brand building and customer experience
- Driven, proactive, and results-oriented
- Proficiency with various training platforms in addition to MS Office Suite
- Must be results oriented and able to obtain a high level of familiarity quickly
- Strong personal and work ethics along with a high level of integrity
- Must possess the legal ability to work in the United Kingdom
PHYSICAL REQUIREMENTS
- Physical demands may require a considerable amount of time sitting and typing/keyboarding using a computer (i.e., keyboard, mouse, and monitor) along with various office equipment
- Physical demands may include walking, carrying, reaching, standing, and stooping
- May require occasional lifting/lowering, pushing, or pulling up to 12 kg
HOURS
- Flexible schedule based on business needs. This role may require work during evenings, weekends, and at off-site locations as necessary to support business operations and events.
