Purpose
The Global Sales Training Specialist reports to the Global Sales Training Manager. As a member of the Global Sales Operations team, we create and deliver sales and service enablement processes, systems, and tools to our Global Sales colleagues (consisting of the Outside Sales and Reservations teams) so that they can deliver life-changing experiences to our guests and trade partners.
More specifically, the role delivers training initiatives to Global Sales team members and our Travel Trade Partners, with a focus on building practical sales and service capabilities that enable them to achieve their business objectives such as rail guest, revenue, conversion, efficiency, quality, guest, and employee satisfaction targets. Specific accountabilities include the facilitation of Global Sales team member onboarding and ongoing upskilling, collaboration on the Vacation Consultant Familiarization Program, collaboration on the creation and maintenance of the department’s knowledge base, creation of Sales Learning content (including various sales tools), Partner training, Partner Learning Journeys, and support of the travel agent training platform (called TRACKS).
Key Areas of Accountability
Area of Accountability #1 - Global Sales Team Training
• Onboarding
o Deliver, develop, and refine on-boarding training for all new hires, aligned to defined skill expectations and proficiency targets in the Global Sales department, focusing on our company, values, products, sales processes, and soft skills to meet required competency targets
o Ensure statutory training requirements are met during the on-boarding process.
o Monitor and measure feedback and proficiency and skills readiness from Sales team members. Manage quality of on-board training to identify opportunities.
• Continuing Education for Global Sales Team
o Execute training programs that include, but are not limited to, product education, sales and customer service behavioral skills development, designed to support skill application and on-the-job performance.
o Continually support best practices to ensure consistent, high quality, efficient, and repeatable performance while providing input on the continuous improvement of sales processes.
o Suggest new training content based on feedback from team members, performance insights, and evolving business needs.
o Assess readiness and adoption of skills learned of sales team members through performance reports, surveys, interviews with employees, focus groups, and/or consultation with team members.
o Deliver Ad-Hoc training (for example, new process implementation/ process improvement /change management plan).
Coordinate with Global Sales Training team, as well as other sales team members, on the design, creation, and/or maintenance of the department knowledge base.
Area of Accountability #2 - Travel Trade Partner Learning Journeys
Support the delivery of the annual Learning Journeys program, our Travel Trade familiarization trip program - an educational experience which allows our partners to immerse themselves in our product and destinations.
• On-going communications and collaboration with the Sales Team and Partners to ensure alignment, effectiveness and the required ROI.
• Work with stakeholders to secure inventory and develop logistics plans for delivery.
• Identify and implement opportunities for continuous improvement.
• Manage costs to stay within this budget.
• Participate in Learning Journeys to provide support for Sales Managers and Partners and assist in the logistics and delivery of the program, if/as required.
Area of Accountability #3 – Facilitation of Travel Trade Partner Learning Content
In collaboration with key stakeholders:
• Evaluate and prioritize new training requests based on business impact and partner needs. Aligned with corporate and department priorities, identify Global Webinar topics that reinforce product offering, and improve partner selling effectiveness
• Create and deliver Global Webinar series content (live and pre-recorded) that reinforces product knowledge and improves partner selling effectiveness across different time zones.
• Develop and deliver training programs on Partner online booking options, product updates, and available technology tools so that Partners can more effectively sell our products.
• Create and update various sales tools, such as sales presentations.
• Identify, develop, and communicate new eLearning modules for the travel agent training platform.
Area of Accountability #4 – Optimize Training Practices
In collaboration with other colleagues, drive consistency and excellence in global sales training practices, with a focus on effectiveness, scalability, and meaningful learner outcomes through standardization and leveraging emerging technologies, including AI, to enhance learning outcomes for sales employees and partners.
• Standardize and optimize training practices across global sales teams to ensure consistency, scalability, and impact.
• Leverage technology tools (such as automation and AI) and analytics to personalize learning, measure effectiveness, and continuously improve training delivery.
• Integrate technology-driven solutions to streamline content development, delivery, and performance tracking.
Area of Accountability #5 – Train and refine AI models
In collaboration with various departments:
• Train and update AI models to evolve the employee, partner, and guest experience.
• Enable sales employees and partners to confidently and effectively adopt AI tools in their day to day work
Qualifications
Education/Certifications/Knowledge
• Post-secondary education in business and/or travel/tourism (desired)
• 8-10 years’ sales experience with a minimum of 2 years focused on training in sales or travel industry professionals
• University degree or diploma in Adult Education or related training and certification in Learning and Development is an asset
• Valid passport and driver's license are required
Experience
• Minimum 2 years of experience working in an inside or outside sales role (required)
• Minimum 2 years of experience in sales within travel industry (desired)
• Familiarity with AI-powered learning tools and platforms and/or experience applying AI in training or enablement context is considered an asset.
Skills
• Demonstrated ability to design and develop training programs that support behavior change and skill application.
• Advanced facilitation, communication and engagement skills in English. Fluency in other languages is an asset.
• Advanced organizational skills
• Excellent verbal and written communication skills
• Intermediate project management skills
• Expert in the use of MS Office (especially PowerPoint)
• Salesforce experience is an asset
Attributes (personality traits and working style)
• Ability to work to tight deadlines, under pressure.
• Ability to influence stakeholders at various levels.
• Warm, charismatic, energetic demeanor.
Working Conditions
• While working hours will be largely reflective of the core Vancouver hours, on occasion, earlier start times or later finish times (via split shifts) will be required to support the training of our International Markets.
• Employees must reside within the Greater Vancouver, BC area. This is a hybrid role where employees will be required to work from the Vancouver head office 3 days per week.
• Ability to travel internationally.
Compensation
Eligible Benefits
Rocky Mountaineer supports our team members’ health and wellness by providing a comprehensive medical plan with 100% employer paid premiums, some of which includes:
Our reason for working at Rocky Mountaineer is simple – to be the creators of life changing experiences, not just for our guests, but also for our employees. Join us at Rocky Mountaineer and build your career alongside an incredibly talented global team of passionate, energetic, diverse, and fun individuals who have helped to position us as the world-renowned leader in luxury train travel.
With rail routes operating in Western Canada and the American Southwest, Rocky Mountaineer’s team stretches the globe with employees in Canada (BC, AB, ON, QC), the USA, the UK, Australia and New Zealand.
Rocky Mountaineer has received numerous international awards and accolades. We have won thirteen World Travel Awards throughout our history; we were named Best Sustainable Train in 2021 in the Lonely Planet's Best in Travel awards; and are three-time winner of the Best Rail Company category at the Globe Travel Awards. We have been named one of Canada’s Top Small and Medium Employers three years in a row and three-time winner of BC’s Top Employer title. In 2023, we were recognized as a Platinum winner for Deloitte Canada's Best Managed Companies awards program - we have been recognized as a Best Managed Company since 2014 and achieved the award's Gold Standard five times.
