About the Role
As Traya expands its offline presence across multiple cities, we are looking for an experienced Training Manager – Offline Stores to build and lead the training charter for our retail/store teams. The role will focus on enabling high-quality offline store agents who can deliver a consistent, consultative, and customer-first experience across all Traya stores. The ideal candidate should have 8–10 years of experience in training and capability building, preferably from an offline retail, healthcare, wellness, beauty, pharma, diagnostics, or consultation-led sales environment. The candidate should have strong experience in managing trainers, designing training content, improving frontline performance, and working closely with business/store teams.

Key Responsibilities
• Lead and manage a team of 4–5 trainers responsible for training offline store agents across multiple cities.
• Design and own the end-to-end training curriculum for offline store agents, including onboarding, product knowledge, consultation flow, customer handling, store processes, and sales effectiveness.
• Build training modules focused on the offline walk-in and consultation experience, ensuring agents are equipped to greet, understand, consult, recommend, and convert customers effectively.
• Create role plays, simulations, conversation guides, objection-handling frameworks, FAQs, and store-specific learning material.
• Design and implement refresher training programs for agents with low quality scores, poor customer handling, weak product knowledge, or low conversion performance.
• Use quality scores, business inputs, customer feedback, audits, and store manager feedback to identify training gaps and build targeted interventions.
• Continuously evaluate training methodologies and improve them through feedback from business teams, store managers, trainers, and agents.
• Build high-quality training content, including decks, facilitator guides, learner handbooks, process documents, assessment sheets, and quick reference guides.




• Design quizzes, assessments, mock consultations, and certification frameworks to evaluate agent readiness before they go live on the store floor.
• Partner closely with business leaders, regional teams, quality teams, and store managers to align training programs with store performance metrics.
• Track training effectiveness through metrics such as certification pass rates, quality score improvement, knowledge assessment scores, refresher impact, and store manager feedback.
• Support new store launches by ensuring training readiness for all store teams before and after launch.
• Spend time on the store floor to observe customer interactions, identify real-world gaps, and convert insights into training improvements. Ideal Candidate Profile
• 8–10 years of experience in training, learning & development, retail training, sales training, or customer experience training.
• Prior experience in offline/retail industries such as healthcare, wellness, beauty, pharma retail, diagnostics, lifestyle retail, or premium service-led sales.
• Experience managing a team of trainers and driving consistent training delivery across locations.
• Solid understanding of retail/store operations and customer-facing roles.
• Proven ability to design training curriculum, content, assessments, and certification programs.
• Strong facilitation, coaching, stakeholder management, and communication skills.
• Ability to work closely with business and store teams to solve on-ground performance challenges.
• Comfortable with travel across cities/stores as required.
• Hands-on, structured, execution-oriented, and comfortable working in a fast-growing environment. Key Success Metrics
• Improvement in offline agent quality scores
• Training completion and certification pass rates
• Reduction in repeat agent errors
• Improvement in consultation quality and customer experience
• Effectiveness of refresher training interventions
• Store manager and business team feedback
• Faster readiness of agents for new store launches

📌 Retail Training Manager (Mumbai)
🏢 Traya
📍 Mumbai