Job Title: L&D; Manager – Special Projects & Tranformation

Location: Delhi NCR, with about 30–40% travel to cafés in Delhi NCR, Bengaluru, Mumbai and Kolkata

Employment Type: Full-Time

Areas of Responsibility:

- Own the Training Transformation programme end to end, partnering with the Director, Learning & Development to set its charter, governance, budget and decision gates, and manage communication with leadership on progress and outcomes.
- Act as the bridge between the transformation agenda and the existing training team – introduce improvements through current trainers and café managers, pace them so cafés are not overloaded, and document each change so its impact can be traced.
- Strengthen processes on how training is reinforced on the café floor through timely coaching feedback, structured practice and recognition, so that what staff learn consistently shows up in service.
- Support soft-skills and customer-service capability for café teams until a dedicated specialist is in place, including the practicum, scenario-based practice and assessment standards.
- Build and own the training measurement framework – establish baselines, bring together data from learning, operations, customer-experience and HR systems, and set a review rhythm that shows whether training changes on-floor outcomes.
- Drive adoption without line authority, working closely with trainers, City Heads, Area Managers, Café HR Business Partners, and CX and operations analytics teams.

Qualification and Skills:

- 3–8 years,



including at least 2 years on transformation, measurement or multi-site rollout projects in cafés, retail or similar service businesses. Hands-on experience in training or learning programmes as a designer, deliverer or programme manager.
- Graduate in any discipline. A postgraduate qualification in HR, OD or L&D;, or a certification in instructional design, is preferred.

- Robust analytical capability – builds trackers and dashboards in Excel or Google Sheets, establishes baselines and interprets results objectively.
- Proven stakeholder management and influencing skills across café teams, operations and senior leadership, without relying on line authority.
- Structured programme management – runs multiple workstreams in parallel while keeping the load on café operations manageable.
- Excellent written and verbal communication in English and Hindi.
- High ownership and credibility with frontline teams, backed by hands-on familiarity with café or store operations.
- Evidence-led and collaborative approach to change – measures impact before scaling and builds on the strengths of the existing training team.
- Willingness to travel 30–40% of the time across cafés in Delhi NCR, Bengaluru, Mumbai and Kolkata.
- Preferred: experience in measurement and pilot design; a background in customer-service or soft-skills training, or in café or store management; familiarity with LMS platforms, POS systems (e.g. Rista) or BI tools such as Power BI or Looker.

📌 Learning and Development Manager (Delhi)
🏢 Muhavra Enterprises
📍 Delhi