Learning & Development Manager – Customer Experience & Product

<p>As Nordic Knots continues to expand globally, we are looking for an autonomous, senior, and deeply execution-driven <strong>Learning & Development Manager</strong> to join our team.</p><p>Nordic Knots is building a global Scandinavian design house for the modern home. Starting with hand-crafted rugs, the brand has expanded rapidly into new home categories including textiles, curtains, and bedroom collections. Supported by top-tier global investors, we are entering our most ambitious growth phase yet. This shift brings fundamental strategic questions about how our teams are trained, how client journeys are executed, and how brand authority is delivered consistently across global physical and digital touchpoints.</p><p>This role requires an L&D specialist who has operated within a luxury fashion, interior design, or premium lifestyle brand with a high degree of autonomy. Someone who understands the psychology behind adult learning, design-led clienteling, and complex customer journeys. Based at our Stockholm HQ, you will act as the global product owner for all client-facing training, traveling regularly to our locations in <strong>New York, Los Angeles, London, Paris, and Stockholm</strong>.</p><h3><strong>The Role & What You’ll Do</strong></h3><p>Reporting directly to the Head of Customer Satisfaction, the <strong>Learning & Development Manager</strong> will provide dedicated capability building, taking ownership of strategy execution and translating our customer journey vision into educational reality. You will develop and execute our global training roadmap across our Customer Experience (CX), Sales, Virtual Consultation, and Store teams.</p><p><strong>Key Responsibilities:</strong></p><ul><li><p><strong>Customer Journey & Curriculum Architecture:</strong> Own the global training blueprint for all customer-facing teams. Build and maintain all learning modules mapped directly against our core <em>Connect ➔ Consult ➔ Conclude ➔ Cherish</em> framework to deliver consistent, elevated client experiences across phone, chat, virtual, and retail channels.</p></li><li><p><strong>Product Ownership of Client-Facing Training:</strong> Serve as the global product owner for all external-facing service methodologies, voice and tone guidelines, and consultation techniques.</p></li><li><p><strong>Global Delivery & Workshop Facilitation:</strong> Travel to flagship locations (<strong>New York, Los Angeles, London, Paris, and Stockholm</strong>) to deliver live onboarding, seasonal immersion programs, and interactive workshops.</p></li><li><p><strong>Product & Launch Readiness:</strong> Develop all educational materials, product decks, and senso