Senior Community Experience Training Specialist (12-Month FTC)

DEPOP; London; Hybrid; GBP 100,000 - 125,000; Full time

Job description

We are seeking an experienced Training Specialist to join our Community Experience team on a 12-month fixed-term 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 in-house 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 in-house staff and supporting our extensive outsourced partnerships. You'll be instrumental in evolving our training programs to meet the needs of our growing business while maintaining the high standards our community expects.

What You'll Do

1. Design, implement and deliver comprehensive training programs for new hires and existing team members.
2. Create engaging content and deliver training for product updates, operational changes, and quality improvement initiatives.
3. Partner with our Quality and Leadership teams to develop and deliver targeted training interventions based on QA insights and performance metrics.
4. Collaborate with our Product team to create and deliver training for new features and functionality.
5. Work closely with our outsourced partners to enhance their training capabilities through effective train-the-trainer programs.
6. Evaluate training effectiveness and measure impact on key metrics including user satisfaction.
7. Identify opportunities for training program optimization and scalability.
8. Research and recommend training tools and technologies to enable self-serve learning.
9. Support the continuous professional development of our Community Experience team.

About You

Essential Experience and Skills

1. Demonstrated ability in training delivery within a customer service environment.
2. Proven track record of designing and implementing successful training programs.
3. Experience in managing and improving outsourced training partnerships.
4. Strong track record of delivering effective remote training.
5. Excellent communication and presentation skills.
6. Ability to translate complex information into engaging training materials.
7. Experience in measuring and reporting on training effectiveness.
8. Strong project management and organizational skills.
9. Proficiency with customer service platforms (e.g., Zendesk).

Preferred Experience and Skills

1. Experience with implementing learning management systems or other training tools.
2. Background in fashion, e-commerce, or marketplace businesses.
3. Experience in scaling training programs in high-growth environments.
4. Knowledge of adult learning principles and various training methodologies.
5. Experience with data analysis and using metrics to drive improvements.

Key Logistics

1. 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.
2. Core hours are 9:30am-6:00pm, with flexibility required for training delivery.
3. You'll 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 the option to carry over up to 5 days, 1 company-wide 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.
• Flexible Working: MyMode hybrid-working model with Flex, Office Based, and Remote options (role dependent).
• All offices are dog-friendly.
• Ability to work abroad for 4 weeks per year in UK tax treaty countries.
• Family Life: 18 weeks of paid parental leave for full-time 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.