Manager, Learning & Development (CEG)
We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.
Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,300 destinations around the world.
Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ locations, certainly do! Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.
We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our core beliefs - Push boundaries, Ask For and Give Feedback, Take Ownership, and Help Each Other.
We never settle and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution?
About our team:
Our Customer Experience Team helps customers get the perfect travel experiences, by helping them pick great products that will fit into their itinerary.
Klook is a global brand, shaping the travel experiences of millions of people all over the world. This is a great opportunity to make a positive impact on the travel experiences of a lot of people, to work with customers from across different cultures, and to practice your language and your communication skills.
Traveling can sometimes get a little stressful, so therefore we are looking for people who are good at multitasking, adapting to changing environments,, and also put people at ease, so that we can solve our customer’s problems very effectively and quickly.
We want to deliver the best experience to our customers!
What you’ll do
Based on business strategy, assess and prioritize learning needs to meet short-term and long-term goals for Klook Customer Experience Group (CEG).
Partner with cross-functional team, i.e. Operations, Quality Assurance, Service Resolution & Recovery to identify the learning needs and development areas
Design and develop learning programs and content aligned to learning outcomes.
Ensure learning from application by employing innovative scalable capability building methods that go beyond the classroom, including self-directed learning, technology-based learning, learning on the job, mobile learning, testing, monitoring, etc.
Manage and accountable for the quality and effectiveness of the learning solutions.
Lead the L&D team and train
Ensure the team able to update, maintain and structure all learning materials and information in CEG knowledge base
Co-facilitate with functional Managers, CEG leaders and HRBPs.
Drive cross- projects to drive improvements and efficiencies of the L&D team
What you’ll need
Minimum 5 years experience with relevant L&D exposure. Past experience in people management is highly preferred.
Experience in the contact center or Internet/E-commerce/OTA Industry is preferred.
Desired skills are in e-learning, Learning Needs Analysis (L&D) and Instructional Design (ID)
Undergraduate degree from a top university. It is critically important to be smart, self-motivated, curious, collaborative, energetic, hands-on, and adaptive.
Able to ask good questions to help our business managers be strategic. You are also solution driven, open to test out ideas that have not been validated before, quickly learn from the result and adapt.
Fluent in English and Mandarin (Traditional and/or Simplified)
A start-up attitude - highly collaborative with an entrepreneurial, roll-up-your-sleeves attitude that's not afraid to work independently when required.
Globally-minded and comfortable working with people from a different cultural background and in different time zones.
Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.
Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.
An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.