Retail Trainer

Unique Job Role: Retail Trainer – Retail Learning & Development (Pan India)

Function: Sales / Retail Capability Building

Reporting to: Retail Head – Mia Business Division & Retail Capability lead Jew Div

Business: Mia – Jewellery Division

Job Purpose

To enable differentiated customer experience and retail excellence across all Mia stores by leading a strategic Learning & Development agenda that enhances store-wise capability, leadership pipeline, and franchisee effectiveness. This includes driving role-based learning through Saarthi, structured onboarding, product mastery, CRM adoption, lean retailing, and performance-linked interventions that uplift both individual and business outcomes.

Key Responsibilities

1. Strategic L&D Enablement

• Design and implement a capability-building roadmap aligned to Mia's store categorization (Gold/Silver/Bronze) and performance expectations.
• Institutionalize role-based learning journeys via Saarthi for CROs, Store Managers, and emerging leaders.
• Align all initiatives with key business levers – customer experience, conversion, cross-sell, and store profitability.

2. Retail Capability & Program Management

• Drive comprehensive training interventions in Product Knowledge, CRM, Lean Practices, RGA/GH, and Service Differentiation.
• Lead onboarding programs for New Store Openings (NSO) and New Hire Orientation (NHO) ensuring 100% onboarding within 30 days.
• Track post-training performance improvement, with defined pre/post metrics.

3. Leadership Development & Succession Readiness

• Identify and groom high-potential Store Managers for cross-functional or multi-store readiness; facilitate 1:1 coaching or fast-track programs.
• Enable talent visibility and readiness for future growth roles in consultation with the Retail Head and Zonal Sales teams.

4. Franchisee Capability & Partner Enablement

• Conduct periodic franchisee workshops to enhance people management, operational excellence, and scale-readiness.
• Build tools and toolkits to help franchisees replicate excellence in a multi-store format.

5. Stakeholder Collaboration & Governance

• Partner with Sales, VM, HR, CX, and Product Teams for integrated training planning and execution.
• Conduct monthly review forums with business stakeholders to track capability scores and store-wise readiness.
• Build and maintain dashboards to showcase progress on KPIs and ROI of training investments.

Key Performance Indicators (KPIs)

KPIMeasure of SuccessCustomer Experience Improvement+10–15% increase in NPS / Mystery Audit Scores across prioritized storesStore Categorization & Mapping100% stores classified Gold/Silver/Bronze with capability benchmarkingRole-Based Learning via Saarthi90%+ Saarthi completion for CROs & SMs by Q3Retail Capability Uplift100% completion of Product, CRM, Lean, RGA, GH modules for all rolesOnboarding Effectiveness (NSO/NHO)100% onboarding within 30 days + audit readiness scoreLeadership Pipeline Readiness50% of identified SMs ready for larger roles by Q4Franchisee Engagement1 workshop per zone + ≥80% satisfaction scoreTraining Effectiveness≥4.2/5 training feedback + 10–15% improvement in post-training performance

Travel Requirement

• 7–10 days/month across India

Skills & Attributes

• Strategic mindset with strong execution capability
• Data-driven with a bias for performance metrics and outcomes
• High customer and business centricity
• Strong content design, storytelling, and facilitation skills
• Collaborative stakeholder management and influencing skills

Qualifications & Experience

• Graduate/Postgraduate in HR, Business, or Learning Sciences
• 6–8 years in Retail L&D
• Hands-on experience in capability benchmarking, digital learning, and franchisee formats is preferred