Role Overview
We are looking for a Training (L&D) Manager to build and drive retail training across our store network - covering SOPs, customer handling, and operational modules.
This role is critical to ensuring consistent standards and customer experience across all stores.
Key Responsibilities
Training Design
- Design and maintain SOPs and training modules for store operations, customer handling, and product/category knowledge.
- Build a structured onboarding and training curriculum for new store hires.
- Develop SOPs for customer interaction and query responses, including handling of complaints and escalations.
Training Delivery & Governance
- Conduct regular in-store and classroom training sessions across the store network.
- Track training coverage, effectiveness, and store-level adherence to SOPs.
- Continuously refine SOPs/modules based on store feedback and observed gaps.
What We Are Looking For
- 4-6 years of experience in retail training/L&D, with hands-on experience creating SOPs and training modules.
- Strong experience in customer handling and customer interaction/response SOPs.
- Excellent communication and facilitation skills; comfortable training store teams in person.
- Structured and process-oriented, with strong documentation skills.
- Willingness to travel to stores for training delivery and audits.
Work Location: In person
