The key responsibilities:
- Initial Concentrix Training
- Own the global Concentrix onboarding framework, ensuring a consistent introduction to the company, culture, policies, and operational workplace across all locations.
- Define and govern the Customer Experience training framework, covering core customer service principles (empathy, trust, judgement, reassurance), communication skills, and customer interaction standards.
- Develop and maintain cultural adaptation programs to help advisors understand the market they support, including customer behaviours, local habits, lifestyle expectations, language nuances, administrative practices, and retail-specific customer journeys.
- IKEA Training Governance
- Partner with IKEA training stakeholders to support the development of a consistent and scalable training approach across all countries.
- Review training journeys, agendas, certification milestones, learning checkpoints, and assessment frameworks to ensure alignment with operational requirements and customer expectations.
- Monitor training effectiveness through assessments,



certification results, knowledge checks, and readiness indicators, identifying risks and improvement opportunities.
- Coordinate with local training teams to ensure training materials remain accurate and up to date, escalating content gaps or inconsistencies to the appropriate IKEA stakeholders.
- Oversee training readiness for new launches and ramp-ups, ensuring all required training resources, environments, and dependencies are identified and addressed proactively.
- Continuous Learning & Capability Development
- Own the continuous learning strategy across the partnership, ensuring employees continue to develop customer experience, communication, and service excellence capabilities throughout their journey.
- Partner with Quality and Operations teams to design and deploy targeted development initiatives for individuals, teams, or specific business areas.
- While IKEA Process Change is lead

📌 Global Training Manager (Gurugram)
🏢 Concentrix
📍 Gurugram