Role Overview

We are looking for a Training (L&D;) Manager to build and drive retail training across our store network - covering SOPs, customer handling, and operational modules.

This role is critical to ensuring consistent standards and customer experience across all stores.

Key Responsibilities

Training Design

- Design and maintain SOPs and training modules for store operations, customer handling, and product/category knowledge.
- Build a structured onboarding and training curriculum for recent store hires.
- Develop SOPs for customer interaction and query responses, including handling of complaints and escalations.

Training Delivery & Governance

- Conduct regular in-store and classroom training sessions across the store network.
- Track training coverage, effectiveness,



and store-level adherence to SOPs.
- Continuously refine SOPs/modules based on store feedback and observed gaps.

What We Are Looking For

- 4-6 years of experience in retail training/L&D;, with hands-on experience creating SOPs and training modules.
- Strong experience in customer handling and customer interaction/response SOPs.
- Excellent communication and facilitation skills; comfortable training store teams in person.
- Structured and process-oriented, with strong documentation skills.
- Willingness to travel to stores for training delivery and audits.

Work Location: In person

📌 Training (Learning & Development) Manager - Retail (Gurugram)
🏢 Emriom
📍 Gurugram