Manager - Learning & Development (Retail/CDIT)

Role & Responsibilities:

CX Training Delivery & Execution

• Conduct and support the delivery of training programs for CX teams.
• Collaborate with zonal teams and facilitators to organize impactful learning sessions.
• Ensure setup, logistics, equipment, and learning materials are ready for classroom training sessions on soft skills.
• Create a monthly training calendar in consultation with zonal stakeholders.

Training Coordination & Monitoring

• Schedule training sessions in consultation with zonal and store leaders.
• Track training participant attendance, feedback, and assessments.

Learning Content Management

• Maintain updated training materials and session plans.
• Customize content according to zonal or local sales requirements.
• Drive assessment completion in the Learning Management System (LMS).

Stakeholder & Trainer Interaction

• Coordinate with internal stakeholders at the zonal level.
• Ensure smooth execution of Induction, Refresher, and New Launch training for new employees.

Training Reporting

• Submit reports on training delivery and effectiveness.
• Analyze learner feedback and provide insights for future training requirements.
• Suggest improvements based on field observations and learner input.

On-the-Job Training (OJT) Support

• Provide structured OJT during store visits to CEE staff.
• Monitor learning progress and provide feedback to drive skill enhancement.
• Share periodic updates with zonal and SO teams on training effectiveness.