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.

- Strong 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