Job Requirements
Titan Company Limited
Job Description
Role Title
Lead – Jewellery Training (Tanishq)
Location
Corporate Office – Bangalore (with extensive field travel)
About Titan Company Limited
Titan Company Ltd is a joint venture between the Tata Group and the Tamil Nadu Industrial Development Corporation (TIDCO). Headquartered in Bangalore, Titan operates across Watches, Jewellery, Eyewear, and Precision Engineering. Many of Titan’s businesses were built in unorganised or under-served categories, and the company has consistently transformed these sectors through innovation, customer centricity, and design-led differentiation.
As a market leader, Titan is poised for aggressive growth, premiumisation, and global expansion - with Jewellery, especially Diamonds and Studded categories, being a critical growth engine.
The Role – Purpose & Context
The Lead – Jewellery Training is responsible for end-to-end capability building for Tanishq Jewellery, with a sharp focus on Deep Diamond, Studded, and High-Value Jewellery, service excellence, and retail leadership capability.
The role acts as a strategic business partner to Sales, Marketing, HR, and Retail Operations, ensuring that learning interventions translate into measurable business outcomes, superior customer experience, and long-term capability strength across company-owned and partner outlets.
Scope Clarification:
This role covers Tanishq Jewellery only.
Key Responsibilities
1. Jewellery & Deep Diamond Capability Building (Core Accountability)
- Own capability building for retail staff across all Tanishq company-owned and partner outlets.
- Lead training strategy for Diamonds, Solitaires, Studded and High-Value Jewellery, including awareness, mastery, and certification pathways.
- Identify training needs across formats, roles, employee levels, and product categories, with a strong focus on premium selling.
- Partner with external institutions and certification bodies (e.g., De Beers, HRD Antwerp, SGL) to strengthen diamond credibility and expertise.
- Ensure strong alignment between training interventions and business metrics such as conversion, ASP, ticket size, and solitaire contribution.
2. Learning Strategy, Content & Curriculum Design
- Design and continuously evolve training content across:
- Product & category mastery
- Jewellery selling excellence
- Customer experience & service behaviours
- People skills, grooming, and relationship building
- Develop structured learning journeys (onboarding upskilling mastery).
- Prepare and deploy an annual training calendar aligned to product launches, marketing plans, and business priorities.
3. Service Excellence & Customer Experience Enablement
- Design and deliver programs focused on service excellence, empathy, trust-building, and long-term customer relationships.
- Work closely with business teams to address customer challenges and reduce service variability across stores.
- Build store manager capability in customer experience leadership, people management, retail operations, and compliance.
4. Trainer Leadership & Ecosystem Development
- Lead and develop a blended team of on-roll and off-roll trainers, ensuring high capability, engagement, and retention.
- Conduct regular reviews with trainers, publishing Training MIS and dashboards to track reach, quality, and effectiveness.
- Build strong RTM and Learning Champion ecosystems, enabling store teams to own on-the-job learning and expand reach.
- Establish clear development plans for trainers, positioning them as business enablers, not just facilitators.
5. Digital, LMS & Learning Innovation
- Drive effectiveness and utilisation of the Learning Management System (LMS) through trainers and corporate helpdesk support.
- Leverage technology and AI-enabled tools to enable scale, consistency, and on-demand learning.
- Continuously improvise on technology solutions to improve training reach, visibility, and impact.
- Integrate learning metrics into business scorecards for leadership reviews.
6. Stakeholder & Franchisee Engagement
- Work closely with Division Sales & Marketing teams, Regional Business Heads, and Regional Business Managers to identify training opportunities.
- Travel extensively across stores to:
- Seek feedback from store teams
- Understand customer and business challenges
- Liaise with franchisees and share performance insights
- Reinforce the business value of training
- Conduct quarterly reviews with RBHs to assess capability health and priorities.
7. Measurement, Governance & Budget Management
- Measure the impact of training interventions through data analysis and business feedback.
- Manage training budgets and vendor partnerships for retail training.
- Ensure timely induction and training of all new retail hires within defined quality standards.
- Oversee vendor management and third-party trainer effectiveness.
Work Experience
Drive for Results
- Demonstrates high energy, resilience, and execution excellence.
- Maintains strong focus on outcomes, quality, and closure.
Taking Ownership
- Demonstrates accountability and follows through on commitments.
- Handles ambiguity and conflict situations with maturity and balance.
Interpersonal Effectiveness
- Builds trust with internal and external stakeholders.
- Influences across functions, regions, and hierarchies.
- Works seamlessly with HR, corporate teams, regional business teams, franchise partners, and external vendors.
Communication
- Communicates clearly and persuasively, both verbally and in writing.
- Articulates learning value propositions and drives adoption across the organisation.
Education & Experience
- Minimum 15 + years of experience in Sales & Marketing, Retail Operations, or Human Resources.
- Strong exposure to retail capability building, training design, and delivery is highly desirable.
- Experience in jewellery, luxury, or high-involvement retail categories will be an added advantage.
