Customer Retention Specialist

• Execute Aqua Expeditions’ Global Training & Development strategy across operations
• Diagnose operational capability gaps through observation, interviews, performance information and direct engagement
• Design, adapt and deliver practical training programmes aligned with service standards, SOPs, expected behaviors and business priorities
• Provide hands-on, on-the-job and onboard training across operations
• Lead and support onboarding, operational induction, cross-training, refresher training and continuous learning initiatives
• Coach crew members, supervisors and operational leaders on performance, feedback, team leadership and people development
• Build development plans connecting training, coaching, stretch assignments, cross-exposure and internal mobility
• Identify high-potential employees and support succession planning
• Develop internal trainers and subject-matter experts
• Support Aqua Lab and other practical learning platforms and initiatives
• Follow up on training and development actions to verify behavioral application and operational improvement
• Maintain records, evidence and dashboards covering training, development plans, talent observations and outcomes
• Provide field feedback and recommendations to Global People & Culture and operational leadership
• Coordinate external training providers when required

Global Training, Development & Retention Specialist

• Contact customers who are at risk of leaving or have cancelled
• Understand customers' reasons and offer the right solution
• Run win-back and renewal campaigns
• Track churn reasons and share insights with the team
• Keep accurate notes in the CRM
• Work with the client's existing team under a named manager in the UK
• Attend regular video check-ins and work toward clear goals