Director of Learning and Development

About the Role

We represent a prestigious luxury retail brand with a significant and expanding footprint across the Middle East, where the in-store experience defines the product and the team delivering it are fundamental. We are seeking a Director of Learning & Development who recognizes that in luxury retail, skill and capability aren’t just HR metrics but critical differentiators driving exceptional client experiences.

Key Responsibilities

• Develop and lead the learning and development strategy across all levels, from frontline retail staff to senior leadership.
• Create and implement a client experience excellence program that defines behaviours, standards, and skills ensuring the brand consistently delivers a premium experience.
• Design leadership growth pathways tailored for store managers, area managers, and senior commercial executives.
• Collaborate with business units to establish onboarding programs that effectively prepare employees for performance, moving beyond mere compliance requirements.
• Identify learning needs and capability gaps in various functions and craft targeted interventions such as workshops, coaching sessions, experiential learning, and digital tools.
• Oversee external training facilitators, partners, and content providers, determining when to outsource versus develop internal resources.
• Implement performance measurement metrics focused on meaningful indicators like mystery shopper results, Net Promoter Scores, staff retention, and promotion rates rather than just training hours completed.
• Manage the L&D budget prudently, directing funds with an emphasis on maximizing business impact.

Candidate Profile

• A minimum of 10 years of experience in learning and development, including senior leadership roles within luxury, retail, or hospitality sectors.
• Exceptional insight into what constitutes outstanding client experiences and methodologies for teaching these effectively.
• Proven capability in designing and executing programs that drive behavioural change on the retail floor, beyond classroom learning.
• Strong facilitation and coaching skills adaptable for frontline employees as well as executive leadership.
• Experience working within the Middle East market and familiarity with its cultural learning dynamics.
• Commercial acumen that links L&D investments to overall business outcomes.
• Based in Dubai with the readiness to travel across the region when necessary.

What Makes You a Great Fit

• Belief that the calibre of in-store teams embodies the luxury brand identity and commitment to developing L&D initiatives accordingly.
• Comfortable operating both in active retail environments and corporate boardrooms.
• Ability to design engaging learning programs that participants want to attend rather than mandatory sessions.
• Desire to drive tangible improvements in a context where the quality of performance directly impacts business success.

Additional Information

Compensation will align with a senior leadership role, reflecting experience and the scope of responsibility. The position offers a hybrid working model based in Dubai.

Applicants who do not meet every specified criterion are encouraged to apply; candidates close to the profile will be supported and recommended appropriately.