Senior Community Experience Training Specialist 12-month FTC
Senior Community Experience Training Specialist 12-month FTC
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Job Description
Company Description
Depop is the communitypowered circular fashion marketplace where anyone can buy sell and discover desirable secondhand fashion. With a community of over 35 million users Depop is on a mission to make fashion circular redefining fashion consumption. Founded in 2011 the company is headquartered in London with offices in New York and Manchester and in 2021 became a whollyowned subsidiary of Etsy.Find out more at www.depop
Our mission is to make fashion circular and to create an inclusive environment where everyone is welcome no matter who they are or where theyre from. Just as our platform connects people globally we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences knowing they drive innovation and bring us closer to our users. Were proud to be an equal opportunity employer providing employment opportunities without regard to age ethnicity religion or belief gender identity sex sexual orientation disability pregnancy or maternity marriage and civil partnership or any other protected status. Were continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have.
If due to a disability you need adjustments to complete the application please let us know by sending an email with your name the role to which you would like to apply and the type of support you need to complete the application to . For any other nondisability related questions please reach out to our Talent Partners.
We are seeking an experienced Training Specialist to join our Community Experience team on a 12month fixedterm contract. As part of our Operational Excellence team you will work alongside our existing trainer to enhance and scale our training programs supporting both our inhouse teams and outsourced partners.
This is an exciting opportunity to make a significant impact on our customer experience operations working with a team of approximately 40 inhouse staff and supporting our extensive outsourced partnerships. Youll be instrumental in evolving our training programs to meet the needs of our growing business while maintaining the high standards our community expects.
What Youll Do
Design implement and deliver comprehensive training programs for new hires and existing team members
Create engaging content and deliver training for product updates operational changes and quality improvement initiatives
Partner with our Quality and Leadership teams to develop and deliver targeted training interventions based on QA insights and performance metrics
Collaborate with our Product team to create and deliver training for new features and functionality
Work closely with our outsourced partners to enhance their training capabilities through effective trainthetrainer programs
Evaluate training effectiveness and measure impact on key metrics including user satisfaction
Identify opportunities for training program optimization and scalability
Research and recommend training tools and technologies to enable selfserve learning
Support the continuous professional development of our Community Experience team
About You
Essential Experience and Skills
Demonstrated ability in training delivery within a customer service environment
Proven track record of designing and implementing successful training programs
Experience in managing and improving outsourced training partnerships
Strong track record of delivering effective remote training
Excellent communication and presentation skills
Ability to translate complex information into engaging training materials
Experience in measuring and reporting on training effectiveness
Strong project management and organizational skills
Proficiency with customer service platforms (e.g. Zendesk)
Preferred Experience and Skills
Experience with implementing learning management systems or other training tools
Background in fashion ecommerce or marketplace businesses
Experience in scaling training programs in highgrowth environments
Knowledge of adult learning principles and various training methodologies
Experience with data analysis and using metrics to drive improvements
Key Logistics
This is a hybrid role requiring a minimum of 4 days per month in the London HQ plus specific days required for training and onboarding delivery as needed
Core hours are 9:30am6:00pm with flexibility required for training delivery
Youll report to our Continuous Improvement Manager within the Operational Excellence team
Additional Information
Health Mental Wellbeing
PMI and cash plan healthcare access with Bupa
Subsidised counselling and coaching with Self Space
Cycle to Work scheme with options from Evans or the Green Commute Initiative
Employee Assistance Programme (EAP) for 24/7 confidential support
Mental Health First Aiders across the business for support and signposting
Work/Life Balance:
25 days annual leave with option to carry over up to 5 days
1 companywide day off per quarter
Impact hours: Up to 2 days additional paid leave per year for volunteering
Fully paid 4 week sabbatical after completion of 5 years of consecutive service with Depop to give you a chance to recharge or do something you love.
Flexible Working: MyMode hybridworking model with Flex Office Based and Remote options *role dependant
All offices are dogfriendly
Ability to work abroad for 4 weeks per year in UK tax treaty countries
Family Life:
18 weeks of paid parental leave for fulltime regular employees
IVF leave shared parental leave and paid emergency parent/carer leave
Learn Grow:
Budgets for conferences learning subscriptions and more
Mentorship and programmes to upskill employees
Your Future:
Life Insurance (financial compensation of 3x your salary)
Pension matching up to 6 of qualifying earnings
Depop Extras:
Employees enjoy free shipping on their Depop sales within the UK.
Special milestones are celebrated with gifts and rewards!
Required Experience:
Senior IC
Employment Type
Full-Time
