Dimitri Lungo Email & Phone Number

Berlin, Germany

- Set up and lead School of Retail: On's Retail Training department- Create the strategy, structure and operating model for Retail Training, reporting to the Global Retail Director- Recruit, lead and develop a team of Regional Retail Training resources who oversee training deployment in AMER, EMEA and APAC- Create and manage global retail training programs on People, Product, Store & OPS and Community- Create and deploy On's selling ceremony and Customer Experience framework (CLOUD CX) to positively impact qualitative and quantitative KPIs- Support On retail scaling-up through powerful new store opening training processes, for directly owned (flagships, chapters and outlets) and franchise partners- Scout and implement a digital learning solution to improve tracking, content quality, engagement and reach - Liaise with key retail partners to implement special projects, part of several task forces to represent retail L&D needs to the wider organisation- Educate On's teams on retail needs. Support the creation of the Retail immersion program aimed at On's extended leadership team (ELT)

Berlin, Germany

- Lead the Partner Go-To-Market Enablement function, responsible for the learning needs of partner facing teams (sales and account management). - Support the transition of several commercial teams under one umbrella, through a dedicated enablement plan and a strong change management process. - Manage a program portfolio to support the strategic ambitions of the department including onboarding, commercial skills, leadership development, collaboration and team culture. - Liaise with the senior leadership team and perform regular needs analysis, tweaking existing programs and creating new ones according to changing business landscape. - Measure and monitor the impact of enablement programs through the analysis of commercial, adoption and engagement KPIs.- Act as a connector, leveraging an extensive stakeholder network to drive cross-functional initiatives and support the implementation Zalando's new operational model (MPF). - Coach and develop resources in the Enablement team and an extensive network of SMEs, trainers and facilitators within the business function. - Act as a training and enablement expert for the organisation, contributing to central programs and supporting the L&D vision and evolution.

Berlin, Germany

The Sales Effectiveness team is responsible for strategic learning & development and cross-functional collaboration within a rapidly growing team coming out of startup and scaling across Europe. Born from feedback. Built from collaboration. Designed to engage.- Responsible for developing and delivering sales enablement programs to support the growth of Connected Retail in Europe.- Empower new and existing Sales and Country Managers to succeed in their roles through onboarding, sales development, coaching and leadership programs. - Support the adoption of tools, ways of working and processes in collaboration with the Sales Strategy and Performance team.- Work with Country Managers and the Senior Leadership team to create local plans supporting sales and acquisition targets.- Innovative deployment: focus on blended learning, micro learning, gamification and activity-based workshops. - Lead the change management process, supporting teams to adapt to an agile and constantly evolving business unit.- Liaise with key business stakeholders improve cross-functional collaboration both within Connected Retail and the wider Zalando scope.

Milan, Lombardy, Italy

- Responsible for leading the Luxottica University (Leonardo) training community EMEA and North America, across the Wholesale and Retail channels- Empower new and existing resources to succeed in their roles through an onboarding and certification process- Coach and guide professional growth in the training community - driving excellence in all aspects of the department- Support the adoption of corporate guidelines, ways of working, processes- functioning as a link between local and central teams- Work with training managers to create training strategy supporting global targets- Drive consistency in training deployment – focus on digital training and virtual sessions- Lead change management process to adapt to the ‘New Normal’ and the transformation of the department- Gather and consolidate local training needs and act as a bridge between local and corporate teams- Liaise with key business stakeholders to help set strategic training KPIs based on business objectives - and a measurement framework to support the process

Milan, Lombardy, Italy

- Responsible for setting the training strategy for the Global Channels (Travel Retail and Boutiques) and Italy Wholesale divisions, ensuring alignment to global programmes and business needs- Liaise with key business stakeholders to understand the learning needs of the market and how to support growth- Develop innovative learning solutions to meet current and future business needs, providing inputs to the Business Training corporate team for training strategy, plans and content- Coordinate all training activities in both divisions (Digital, Classroom, In store)- Manage the Global Channels and Italy Wholesale training budgets- Lead, support, coach and motivate a team of 3 Regional Training Managers (EMEA, APAC and AMERICAS)- Lead and manage special projects to support the evolution of the Business Training department- Track and monitor overall effectiveness of solutions delivered and work with divisional heads and senior leadership teams to make adjustments as necessary

London, United Kingdom

-Responsible for setting the training strategy of the Global Channels team (Travel Retail and Boutiques) and ensuring it is deployed appropriately in EMEA, APAC and AMERICAS.- Oversee digital, in-store and classroom training and develop channel specific tools for Travel Retail and Boutiques - Manage the Global Training team budget, from securing resources to allocating them according to regional needs, commercial priorities and global projects- Lead, support, coach and motivate a team of 3 Regional Training Managers and a central training resource dedicated to digital learning-Track the success of the training team activities through the measurement of qualitative and quantitative KPIs with a strong commercial focus to support sell out-Manage the relationship with the licenses' training teams through regular meetings, sharing best practices and supporting the development of personalised eyewear training tools and in store sessions-Manage the relationship with Travel Retail clients’ training teams, acting as a support to enable digital learning transformation and as category champion with the delivery and development of best in class training-Deliver engaging training during Train the Trainers, conventions, store openings and major product launches to positively influence key stakeholders and promote the eyewear category in the Travel Retail and Boutiques channels

London, United Kingdom

- Responsible for Training Boutiques (license partners' stores) and Travel Retail stores in the EMEA region- Travel extensively across Europe and the Middle East delivering training and performing store checks to ensure clients comply with marketing and commercial agreements- Work closely with the commercial and marketing team to develop a training strategy which is aligned with specific customer needs and the wider needs of the region- Organise and participate in train the trainer events to promote the sunglasses category with our luxury brand partners and our main Travel Retail clients-Manage the Global Channels training budget and training calendar for EMEA -Localise corporate training tools to meet the regional training needs of licensed partners and travel retail clients-Attend international Travel Retail conferences and events to promote training for the sunglasses category

London, United Kingdom

Training Development and Delivery-Responsible for developing complex global training programmes on a variety of subjects including sales and communication skills to suit different audiences-Co-own the training strategy with the Customer Service senior leadership team-Delivery of direct and remote train the trainer sessions and major impact programmes-Ownership of the on boarding training programme for new hiresKnowledge Management-Implementation of the Customer Service Knowledge Management system-Responsible for the global maintenance of knowledge and overall engagement levels within the regional teams-Coordinate local knowledge resources to ensure information is accurate and up-to-date-Manage the vendor relationship and ensure new releases suit the business needs of Customer Service-Promote the tool to other areas of the business creating synergies and strengthening links with other departments within the businessCommunication and Special Projects-Ensure communication from the Customer Service Operations team and the wider business to the regional contact centres is accurate, efficient and timely-Work on process rationalisation and liaise with external departments to ensure a customer centric approach is taken when creating new processes and reviewing existing ones-Take on additional projects to support other areas of the business such as Customer Value Management, marketing initiatives and new product launches

London, United Kingdom

-Responsible to develop training materials for Customer Service globally, including systems training, product and policy training, and soft skills-Working closely with regional trainers to create relevant and effective training modules that are globally consistent whilst taking into consideration regional differences -Restructure and oversee the new hire training process to ensure new recruits receive comprehensive training before going on live channels-Build and maintain the Customer Service Knowledge Base to ensure consultants have access to updated policy and process information to assist them answering customers' queries-Support special business-wide projects from Customer Service's side such as Runway Made to Order, new product launches, marketing and customer value proposition initiatives

London, England, United Kingdom

-Responsible to provide training to new hires within the Global Customer Support Team.-Involved in the interview/hiring process of new recruits-Responsible to create and deliver training to existing Global Customer Support representatives

London, England, United Kingdom

Assisted in training new recruits for the Global Customer Support role. Helped deliver a variety of training ranging from product knowledge to soft skills to employees both within Global Customer Support and Bloomberg.

London, England, United Kingdom

Dealing with customer enquiries in English, Spanish and Italian. Learning the entire scope of Bloomberg's products and main business activities.

Ba, Chinese And International Development

Year Abroad Placement, Chinese Language And Literature

Year abroad in Taipei, Taiwan. Attended language, literature and culture classes in Mandarin