Retail Learning and Development Lead

Training Manager (Luxury Fashion) Location : Mumbai, India

Department : Retail / Learning & Development

Reports To : Head of Retail / HR Director

About the Role

The Training Manager will lead the learning and development agenda for a luxury fashion house, ensuring that all retail teams deliver an elevated, world-class client experience. This role requires a deep understanding of luxury service standards, strong fashion sensibility, and the ability to design and implement training programs that enhance brand knowledge, selling skills, and retail excellence.

Key Responsibilities

1. Training Program Development & Delivery

Design and deliver comprehensive training programs for retail staff including onboarding, product knowledge, visual merchandising, grooming, and luxury service etiquette.

Create brand-aligned learning modules focused on storytelling, clienteling, and elevated selling techniques.

Conduct seasonal collections training in collaboration with design and merchandising teams.

Organize leadership development workshops for Store Managers and Assistant Managers.

2. Retail & Client Experience Enhancement

Ensure uniform luxury service standards across all stores and points of sale.

Train teams on CRM, clienteling tools, after-sales service, and customer experience protocols.

Evaluate in-store service quality through audits, mystery shopping feedback, and store visits.

3. Performance Tracking & Evaluation

Assess training needs through surveys, store performance metrics, and discussions with retail leadership.

Track improvements in KPIs such as conversion rate, basket size, client retention, and service ratings post-training.

Maintain training dashboards, attendance, assessments, and certification records.

4. Content Creation & Learning Tools

Develop high-quality training content : manuals, videos, e-learning modules, quick guides, and product briefs.

Partner with marketing and product teams to create compelling brand storytelling and luxury communication guidelines.

Implement digital learning solutions and microlearning formats for continuous skill development.

5. Collaboration & Stakeholder Management

Work closely with HR, Retail Operations, VM, Merchandising, and Marketing teams to align training with business goals.

Support new store openings with tailored pre-opening training plans.

Liaise with global / regional L&D counterparts (if applicable) to adapt global training frameworks.

Requirements

Education & Experience

Bachelor’s degree in Fashion Management, Luxury Management, Retail Management, or related field.

5–8 years of experience in retail training, preferably in luxury fashion, premium lifestyle, or high-end hospitality.

Experience training front-line teams in clienteling, selling skills, and service excellence.

Skills & Competencies

Strong understanding of luxury service standards and customer psychology.

Excellent presentation, communication, and facilitation skills.

Creative training content development abilities.

Strong fashion sensibility and knowledge of current trends.

Ability to handle multiple store locations and travel as required.

Proficiency in MS Office, LMS platforms, and digital training tools.

Key Success Behaviours

High emotional intelligence and ability to inspire people.

Strong brand storytelling ability.

Detail-oriented with a passion for fashion and craftsmanship.

Ability to create a positive, engaging learning environment.

Commitment to elevating customer experience to luxury standards.

parth.mitra@unisoninternational.net

9871101317