Role Overview:

We are seeking a dynamic Learning & Development Manager to spearhead our organizational capability building within the fast-paced QSR and retail landscape in Gurugram. In this role, you will act as the architect of our employee growth journey, designing and deploying high-impact training programs that bridge the gap between operational excellence and customer experience. You will collaborate closely with regional operations heads, HR business partners, and store leadership to identify skill gaps and implement scalable learning solutions. By fostering a culture of continuous improvement, you will directly influence frontline performance, service consistency, and employee retention, ensuring our teams are equipped to deliver exceptional value in a competitive market.

Key Responsibilities:

- Design and execute comprehensive training roadmaps for frontline staff and store managers to ensure standardized service delivery across all outlets.

- Partner with operations leadership to analyze performance data and translate business challenges into targeted learning interventions that drive store-level KPIs.

- Manage the end-to-end lifecycle of training programs, from content development and digital module creation to on-ground facilitation and impact measurement.

- Oversee the onboarding experience for new hires to accelerate their time-to-productivity and instill core brand values from day one.

- Evaluate the effectiveness of learning initiatives through robust feedback loops and ROI analysis, refining strategies to meet evolving business demands.

Required Skillset:

- Demonstrated expertise in instructional design and blended learning methodologies, specifically tailored for high-volume retail or QSR environments.

- Exceptional stakeholder management skills, with the ability to influence senior operations leaders and gain buy-in for large-scale organizational initiatives.

- Proven ability to translate complex operational processes into simple, actionable training content that resonates with a diverse, frontline workforce.

- Strong analytical mindset to interpret performance metrics and translate them into data-backed development strategies.

- Excellent communication and facilitation skills, capable of engaging large groups and fostering a collaborative learning environment.

- Minimum of 8 - 12 years of professional experience in L&D, with a strong preference for candidates who have navigated the nuances of the retail or hospitality sectors.

- A postgraduate degree in Human Resources or a related field from a premier institute is highly preferred.

- Ability to thrive in a hybrid work environment, balancing strategic planning at the corporate office with frequent on-site visits to retail locations across Gurugram.