Lifestyle Brand Customer Experience Specialist

1 week ago

Mumbai, Maharashtra, India beBeeRetail Full time ₹ 10,00,000 - ₹ 15,00,000
Regional Retail Trainer

The Souled Store is one of India's fastest-growing youth-focused lifestyle brands. We started in 2013 as a homegrown Indian brand and today we are one of the largest online merchandising platforms with licenses like Disney, Warner Bros., WWE, IPL, Viacom18 to name a few.

Apart from selling products with themed designs such as superheroes, movies, TV shows, and cartoons, the brand also is at the forefront of the latest youth style and fashion trends. In addition to core men and women wear apparel categories, we are also in the process of expanding to new categories and scaling in footwear and kidswear.

Although we are primarily an online brand, we've expanded in the offline retail space as well and have 40 stores across India with plans for expansion pan India.

The Souled Store was born out of the idea of loving what you do, from the soul. We believe that people do their best work when they love what they do. There are too many Monday mornings and you can't go dreading every single one of them.

Job Overview:
  • This role serves as the link between the Retail Training Head and Store-Level Training Champions, ensuring store teams receive effective training on customer experience, sales techniques, and product knowledge.
Responsibilities:
  1. Training Delivery & Facilitation
  • Conduct engaging training workshops for store teams on customer service, product knowledge, and sales techniques.
  • Implement role-playing exercises, simulations, and on-the-job coaching.
  • Deliver real-time feedback to employees to improve performance.
  1. Onboarding & Development
  • Work closely with Store Managers and Store Champions to onboard new hires quickly and effectively.
  • Assist in leadership development to create a pipeline of high-performing employees.
  1. Performance Monitoring & Feedback
  • Track training effectiveness using KPIs such as NPS, conversion rates, and customer feedback.
  • Conduct one-on-one coaching and team feedback sessions to address skill gaps.
  • Help stores achieve their sales and customer service goals.
  1. Store Visits & Training Audits
  • Visit stores regularly to observe customer interactions and provide real-time coaching.
  • Conduct store training audits to ensure consistency and adherence to company standards.
  • Identify top-performing employees and recommend them for promotions or advanced training programs.
Required Skills & Qualifications:
  • Experience: 5+ years in retail training, sales training, or customer experience coaching.
  • Retail Expertise: Deep knowledge of customer service, sales psychology, and product positioning.
  • Training & Facilitation: Strong ability to deliver engaging, hands-on training sessions.
  • Coaching & Mentorship: Passion for developing frontline employees and motivating store teams.
  • Communication Skills: Ability to engage, inspire, and guide retail associates at different skill levels.
  • Travel Flexibility: Willingness to travel to multiple stores within the assigned region.
What's in it for You?
  • Direct impact on enhancing The Souled Store's in-store customer experience.
  • Opportunity to work in a dynamic, fast-paced retail environment.
  • Competitive salary, performance bonuses, and growth opportunities within the retail training team.

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