Retail Trainer - Tanishq Jewellery

Role & responsibilities

To drive sales capability, customer experience and retail performance across the region by building product expertise, selling skills, leadership capability and consistent execution across jewellery stores.

The role acts as a strategic L&D business partner to Regional Business Managers, Store Managers and Store Leadership, translating business priorities into measurable capability interventions.

Key Responsibilities

1. Business Partnership & Capability Strategy

• Partner with Regional Business Managers, Store Managers and Store Leadership to identify capability gaps impacting business performance.
• Translate sales, customer and business priorities into targeted learning interventions.
• Participate in business reviews and provide people capability insights and recommendations.
• Connect Capability Behaviour Customer Experience Business Outcome.

2. Retail Training & Sales Capability

• Design and deliver training on:
• Jewellery Product Knowledge
• Gold, Diamond & Precious Stones
• Jewellery Styling & Occasion Selling
• Customer Engagement & Need Discovery
• Selling, Upselling & Cross-selling
• Objection Handling & Negotiation
• Customer Experience
• Conversion & Average Transaction Value
• New Product / Collection Launches
• Retail Processes & Compliance
• Conduct classroom, virtual, shop-floor and OJT interventions.
• Build practical learning using role plays, simulations, case studies and real retail situations.

3. Jewellery Product & Selling Expertise

• Build strong capability in gold, diamonds, colour stones, jewellery categories, craftsmanship, settings, collections and product propositions.
• Enable Retail Sales Officers to confidently communicate product features, benefits, differentiation and value.
• Coach teams on converting product knowledge into customer-centric selling conversations.

4. Shop-Floor Coaching & Performance Improvement

• Spend significant time on the shop floor observing customer interactions and sales behaviours.
• Conduct Gemba / store visits, mystery shopping reviews and sales observations.
• Provide structured coaching and feedback to RSOs and Store Leaders.
• Identify behaviour gaps and create individual/team development plans.
• Follow up training through reinforcement, coaching and on-the-job practice.

5. Leadership Development

• Build capability of Store Managers, Floor Managers and Team Leaders in:
• Coaching & feedback
• Performance management
• Team engagement
• Sales leadership
• Business acumen
• People development
• Develop Store Leaders as capability multipliers and internal trainers.

6. Training Effectiveness & Business Impact

• Measure learning effectiveness using Kirkpatrick / business impact principles.
• Track training impact through metrics such as:
• Conversion
• Customer experience
• Cross-sell / upsell
• Training certification
• Behaviour adoption
• Use data and field observations to continuously improve training interventions.

7. Content & Learning Solutions

• Develop and continuously improve training modules, facilitator guides, activities, assessments, job aids and digital learning content.
• Customize learning interventions based on regional, store and employee capability needs.
• Support new store openings, new product launches and business campaigns with learning solutions.

8. Trainer Capability & Governance

• Mentor and develop Learning champs in the region.
• Create training calendars aligned with business priorities.
• Ensure consistency and quality of training delivery across the region.
• Conduct trainer audits, calibration and capability-building sessions.

9. Stakeholder & Project Management

• Collaborate with HR, Retail Operations, Category, Marketing, Product, CRM and Leadership teams.
• Lead regional capability projects and strategic L&D initiatives.
• Manage multiple training interventions, stakeholders and timelines effectively.

Preferred candidate profile

Required Experience & Qualifications

• 610+ years of experience in Retail Training / L&D, preferably in jewellery, luxury, fashion or premium retail.
• Strong understanding of jewellery retail sales and customer experience.
• Experience in regional / multi-store training and field coaching.
• Graduate / Postgraduate qualification in HR, L&D, Business Management or related field.
• Certifications in GIA, GSI or jewellery-related domains will be an advantage.
• Strong presentation, facilitation, coaching and stakeholder-management skills.
• Comfortable working extensively across stores and travelling within the assigned region.