Job Requirements
Job Description – Training & After Sales Manager
International Business – Watches Division
Job Title
Training & After Sales Manager – International Business
Reporting to
Head of Operations
Role Purpose
The Training & After Sales Manager will be responsible for driving product knowledge, retail sales capability, customer experience standards, and after-sales service excellence across international markets. The role will work closely with distributor partners, retail teams, service franchisees, and internal stakeholders to ensure consistent brand experience, operational compliance, and revenue growth through commercial spare parts and service initiatives.
The incumbent will support retail capability building across multiple countries and ensure global service partners adhere to defined service, repair, warranty, and process standards.
Key Responsibilities
1. Product & Retail Sales Training
- Design and deliver product, retail sales, and customer experience training programs for:
- Distributor retail teams
- Brand retail stores
- Multi-brand outlet sales staff
- Distributor trainers and service personnel
- Conduct classroom, virtual, and on-the-job training across international markets.
- Develop training calendars in alignment with business priorities and new product launches.
- Create training content including:
- Product manuals
- Sales pitch guides
- Brand storytelling modules
- E-learning content (LMS)
- Service process SOPs
- Conduct product launch training for new collections and technologies.
- Monitor training effectiveness through assessments, audits, mystery shopping feedback, and NPS(Net promoter score)
Distributor Development
- Build strong engagement with distributor partners across key international markets.
- Support implementation of global retail excellence standards.
- Develop “Training Champs” programs for distributor training managers.
- Support retail expansion projects through induction and onboarding training.
3. After Sales Service Management
- Manage after-sales service operations for international distributor markets.
- Ensure adherence to company-defined service processes, TATs, warranty policies, and quality standards.
- Monitor service center performance through KPIs such as:
- Repair turnaround time
- Customer satisfaction
- Warranty cost to be under 1% at a partner level.
- Spare parts utilization
- Conduct periodic audits of distributor service centers and repair partners.
- Coordinate with internal technical teams for escalations and corrective actions.
- Drive standardization of repair processes across markets.
4. Commercial Spare Parts Management
- Drive revenue generation through commercial spare parts sales.
- Monitor spare parts forecasting, ordering, availability, and consumption trends.
- Ensure distributors maintain optimum spare stock levels.
- Analyze spare parts sales performance and identify growth opportunities.
- Introduce initiatives to improve spare parts commercialization and profitability.
5. Stakeholder Management
- Collaborate with:
- Sales teams
- Product teams
- Supply chain
- Customer service
Desired Candidate Profile
Education
- Bachelor’s degree in Business , Retail, or related field
Experience
- 5–8 years of experience in:
- Retail training
- Product training
- After-sales/service operations
- Exposure to international markets and distributor-led business models is highly desirable.
Work Experience
Experience
- 5–8 years of experience in:
- Retail training
- Product training
- After-sales/service operations
- Exposure to international markets and distributor-led business models is highly desirable.
