Learning & Capability Manager Customer Channels

About the Role

This role sits within our B2C Retail function part of the Supply & Energy Management GBU under ENGIE Retail. Youll design develop and deliver highimpact training & coaching programs that uplift capability across ENGIEs customerfacing channels.

Based in Melbourne youll collaborate closely with teams across Australia the Philippines India Fiji and occasionally Europe. This is a highvisibility position with the opportunity to shape sales excellence service quality and customer experience across diverse and fastgrowing markets.

Key Responsibilities:

• Lead the development and execution of a cohesive training and capability strategy across ENGIEs customerfacing channels.
• Ensure learning content is compliant with regulatory requirements and build targeted training that supports audit readiness and reduces customer misinformation.
• Design and deliver modern engaging learning programs that uplift sales capability service excellence coaching quality and customer experience.
• Partner with SMEs trainers and channel leaders to embed consistent standards and drive capability uplift across internal teams and outsourced partners.
• Use data insights and LMS reporting to measure training effectiveness and identify opportunities for continuous improvement.
• Lead coach and develop a highperforming capability team driving engagement performance development and workforce planning.

About You

Youre an experienced learning capability or enablement professional who thrives in fastpaced customerfocused environments. You enjoy balancing strategy with handson delivery and youre energised by the opportunity to influence capability uplift across complex and diverse channels. You build strong relationships collaborate naturally and can confidently translate business needs into impactful learning solutions.

• Certificate IV in Training & Assessment (preferred)
• Strong foundations in adult learning instructional design and facilitation
• Experience designing programs for sales service or contactcentre environments
• Knowledge of compliance and regulatory requirements (energy or retail advantageous)
• Experience managing and maintaining LMS platforms
• Strong stakeholder and influencing capability across senior operational and external partners
• Proficiency with elearning tools such as Articulate 360
• Analytical capability to measure learning impact and turn insights into actions
• Strong planning delivery and project management skills

At ENGIE every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are.
Join us and be part of the adventure of the century!

ENGIE is an equal opportunity employer promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs job requirements and individual qualifications without any regard to origin age carers responsibilities sexual orientation gender identity pregnancy religion marital status health disability or political opinions. Aboriginal and Torres Strait Islander peoples people with disability people from diverse cultural and linguistic backgrounds and people of the LGBTIQA community are encouraged to apply. Our differences are our strengths.