The Role…
The Learning & Development Manager will strengthen service excellence, operational capability and leadership effectiveness at Soho House Mumbai by leading learning and development from a team member's first day through every stage of their career. They will create engaging learning experiences that welcome new employees, build confidence in role and support continued growth and progression.
Reporting to the Head of Learning & Development, Europe & ROW, and partnering closely with the Mumbai General Manager and People Manager, the role will identify capability gaps, design relevant learning solutions and deliver high-impact development initiatives across the House.
This is a highly visible, hands-on role for an inspiring facilitator with a passion for hospitality and people development. They will bring learning to life on the floor, build the capability of employees, managers and House Trainers, and ensure learning translates into improved performance, career growth and exceptional employee and member experiences.
Main Duties
House Learning Strategy
- Own and deliver the annual learning plan for Soho House Mumbai.
- Partner with operational and People leaders to identify capability gaps and prioritise learning needs.
- Balance local priorities with Soho House’s global learning standards and programmes.
- Use operational data, employee feedback and service insights to shape learning activity.
Onboarding and Induction
- Lead engaging Company Induction and onboarding experiences for all new starters.
- Create and maintain role-specific onboarding journeys that accelerate confidence and competence.
- Ensure onboarding content remains relevant, culturally appropriate and aligned with the Soho House experience.
- Support Club School activity when required.
Learning Design and Delivery
- Design learning from needs analysis through to content creation, delivery and evaluation.
- Create workshops, service modules, digital learning, facilitator guides, toolkits and role-specific learning pathways.
- Adapt and localise global programmes for the Mumbai House.
- Facilitate inspiring learning experiences virtually, in the classroom and within the operation.
- Pilot and evaluate new learning solutions in response to evolving business needs.
Hospitality and Service Culture
- Champion the Soho House service culture and bring hospitality standards to life through learning.
- Work visibly within the operation, using observation, feedback and floor-based coaching to improve performance.
- Partner with Heads of Department to embed learning into everyday ways of working.
- Support service and standards initiatives across the House.
Capability and Learning Culture
- Identify, develop and support the House Trainer network.
- Equip House Trainers with the skills, confidence and resources to deliver effective local learning.
- Monitor House Trainer activity and provide regular feedback and development.
- Drive enthusiasm for learning through campaigns, communications and engagement initiatives.
- Share best practice with the wider regional L&D team.
Leadership and Management Development
- Partner with leaders to identify talent, succession opportunities and development needs.
- Facilitate development for pre-managers, managers and Heads of Department.
- Coach managers through workshops, observation and on-the-job learning.
- Support the implementation of development pathways for future leaders.
Learning Systems, Compliance and Reporting
- Partner with Security & Safety, People and operational leaders to meet compliance-training requirements at Soho House Mumbai.
- Maintain accurate learning records and monitor attendance, completion and compliance.
- Coordinate learning events, communications and associated logistics.
- Analyse learning data and report on engagement, application and impact.
- Use insights to recommend and implement continuous improvements..
- Liaise with external learning providers when specialist support is required.
Other Responsibilities
- Contribute to regional projects and programme rollouts where relevant.
- Undertake other reasonable duties that support learning and service standards at Soho House Mumbai.
Required Skills/Qualifications
- Previous experience in a similar role, preferably within hospitality, retail or another fast-paced service environment.
- Experience designing and facilitating learning programmes for operational teams and leaders.
- Strong workshop facilitation, presentation and coaching skills.
- Experience creating engaging learning content across multiple formats.
- Experience using Learning Management Systems and reporting tools.
- Strong project management, organisational and administrative skills.
- Fluent English; additional languages are advantageous.
Knowledge, Skills & Behaviours
- Inspiring and energetic facilitator who brings learning to life.
- Genuine passion for hospitality, service and people development.
- Credible and comfortable working alongside teams within the operation.
- Creative learning designer who can translate business needs into practical, engaging content.
- Excellent communicator and relationship builder.
- Commercially aware and operationally focused.
- Highly organised, with strong attention to detail and the ability to manage competing priorities.
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