Customer happiness trainer

Lenskart; Bhiwadi; On-site; INR 400,000 - 650,000; Full time

Job summary

Lenskart in Rajasthan seeks an experienced Retail Trainer to deliver high-impact classroom and on-the-job training across multiple stores. You will drive CRT implementation, track new-hire performance, coach underperformers, and partner with store and zone managers to align training with business goals.

This role requires strong facilitation, data analysis, and Excel reporting skills, plus the ability to manage training programs across locations and maintain training databases and dashboards.

Qualifications

• 4+ years of experience in Retail Training as described.
• Strong facilitation and communication skills essential.
• Experience with CRT implementation and in-store coaching.

Responsibilities

• Deliver engaging classroom training for new hires.
• Oversee On-The-Job Training (OJT) and monitor progress.
• Use role-plays, case studies, scenario-based learning.
• Coach and guide store teams to close performance gaps.
• Track performance and maintain dashboards.
• Collaborate with Zonal/Area/Store Managers.
• Bridge between operations and L&D for impact.
• Maintain training databases and attendance records.

Skills

Retail training

Facilitation

CRT coaching

Data analysis

Excel reporting

Stakeholder mgmt

Retail ops knowledge

Multisite training

Tools

Microsoft Excel

Job description

Experience :- 4+ yrs.

Job Summary:

The Retail Trainer is responsible for delivering high-impact classroom and on-the-job training (OJT) sessions to equip new hires with the skills necessary to excel in their roles. This role ensures the end-to-end execution of CRT, performance tracking of new hires, coaching for underperforming employees, and stakeholder collaboration. The trainer is accountable for improving the quality and throughput performance of new hires, ensuring their success and driving overall employee performance enhancement.

Key Responsibilities

• Conduct engaging classroom training sessions for new hires employees.
• Ensure seamless execution of the On-The-Job Training (OJT), monitoring learner progress.
• Use interactive training techniques such as role-plays, case studies, and scenario-based learning.
• Oversee the Training journey from onboarding to completion, ensuring proper handholding of new hires.
• Track and analyze the performance of new hires.
• Monitor throughput performance during NHT and ensure new hires meet expected sales and service benchmarks.
• Conduct store visits to assess real-time learning applications and provide in-store coaching.
• Work closely with store managers to address performance gaps
• Maintain training databases, attendance records, trainer productivity, and performance dashboards.
• Identify trends in employee performance and recommend targeted learning interventions.
• Develop training impact reports, highlighting improvements in employee productivity and customer experience
• Collaborate with Zonal Managers, Area Managers, and Store Managers to align training initiatives with business goals.
• Work closely with HR to highlight any new hire concerns or challenges
• Serve as a bridge between operations and L&D, ensuring training translates into measurable business impact.

Required Skills & Competencies:

• 4+ Years of experience in Retail Training
• Strong facilitation and communication skills.
• Experience in CRT implementation and store-level coaching.
• Proficiency in data analysis and performance tracking.
• Hands-on experience with Microsoft Excel for reporting and analytics.
• Strong stakeholder management and collaboration skills.
• Knowledge of retail operations, customer service, and sales training.
• Ability to multitask and manage training programs across multiple locations.
• Experience in coaching and mentoring retail employees at different levels.