Role & responsibilities

Job Purpose The primary purpose of this role is to enhance customer experience standards in retail stores by strengthening the service capabilities of Customer Experience Executives.

The Manager Learning (CX) is responsible for designing, delivering, and managing customer experience training programs for Customer Experience Executive across retail stores. The role focuses on building strong service capabilities, complaint handling skills, omnichannel support understanding, and brand-aligned customer interactions at the store level.

Primary Responsibilities

CX Training Delivery & Execution

- Conduct and support delivery of training programs for CX teams.
- Collaborate with zonal teams and facilitators to organize high-impact learning sessions.
- Ensure setup, logistics, equipment, and learning materials are ready for class room training sessions on soft skills.
- Create monthly training calendar with consultation with zonal stale holder.

Training Coordination & Monitoring
- Schedule training sessions in consultation with zonal and store leaders.
- Track training participant attendance and feedback along with assessments.

Learning Content Management
- Maintain updated training materials and session plans.
- Customize content as per zonal/local sales requirements.
- Drive assessment completion in LMS.

Stakeholder & Trainer Interaction




- Coordinate with internal stakeholders on Zonal level.
- Ensure smooth execution of Induction, Refresher & Recent launch training for new joinee employees.

Training Reporting
- Submit reports on training delivery and effectiveness.
- Analyse learner feedback and report 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 team on training effectiveness.

External Interfaces

Internal Interfaces

Industry Associations & Certification Bodies

HR Team

Training & Development Vendors

Zonal Service Manager

HR Technology & Assessment Vendors

Executive Education Institutes

Sales SMEs & Consultants

Preferred candidate profile

Desired Qualification

Bachelors degree in Human Resources, Business Administration, Psychology or a related field

Desired Experience

Minimum 5-7 years of experience in learning & development, preferably in the retail or consumer-driven industry. Relevant Sales training experience will be an added advantage, field training for retail store employees. Candidates who has experience of working on SAP-CRM, Sales force, Capture or any in retail industry

📌 Tata Croma Manager Learning and Development Customer Experience (Mumbai Suburban)
🏢 Croma
📍 Mumbai Suburban