About the role
Role PurposeThe Regional Trainer will be responsible for enhancing the customer experience across Ugaoo's retail stores by developing frontline teams in selling skills, customer engagement, communication, grooming, and service excellence. The role will work closely with Retail Operations and HR to build a consistent service culture that reflects Ugaoo's brand values and drives higher customer satisfaction and sales performance.
Key Responsibilities
Customer Experience Excellence
- Build a customer-first mindset across all retail stores by delivering training focused on exceptional service standards.
- Coach store teams on creating memorable customer interactions and delivering a premium shopping experience.
- Reinforce brand values and customer engagement behaviours through regular coaching and feedback.
- Conduct training programs on consultative selling, need identification, cross-selling, upselling, objection handling, and closing techniques.
- Improve key retail productivity metrics such as conversion rate, average transaction value (ATV), and units per transaction (UPT).
- Coach employees to confidently engage with customers and build long-term relationships.
- Develop employees' verbal and non-verbal communication skills.
- Conduct workshops on active listening, customer conversations, empathy, conflict resolution, and handling difficult customer situations.
- Enhance employee confidence and professionalism in customer-facing interactions.
- Drive grooming standards, personal presentation, body language, and workplace etiquette across stores.
- Ensure consistent adherence to Ugaoo's retail appearance and behavioural standards.
- Conduct regular store visits to observe employee interactions and provide on-the-job coaching.
- Work closely with Store Managers to identify behavioural skill gaps and recommend development interventions.
- Provide structured feedback and action plans for continuous improvement.
- Design and deliver engaging classroom, virtual, and experiential learning sessions.
- Develop training modules, role plays, case studies, learning aids, and assessment tools focused on customer experience and sales excellence.
- Continuously refresh content based on business needs and customer feedback.
- Evaluate training effectiveness through observations, customer feedback, mystery audits, assessments, and business metrics.
- Maintain training records, learning dashboards, and monthly training reports.
- Recommend capability-building initiatives based on performance trends.
- Partner with Retail Operations, HR, and Store Managers to identify capability gaps and execute development plans.
- Support customer experience initiatives and service improvement programs across the retail network.
Key Performance Indicators (KPIs)
- Customer Experience (CSAT/NPS)
- Mystery Audit Scores
- Sales Conversion Rate
- Average Transaction Value (ATV)
- Units Per Transaction (UPT)
- Customer Feedback Ratings
- Training Coverage & Completion
- Behavioural Assessment Scores
- Store Service Standard Compliance
Qualifications
- Graduate in any discipline; certification in Learning & Development, Hospitality, or Retail Training is preferred.
- 5–8 years of experience in Retail Training, Customer Experience, Hospitality, or Sales Training.
- Experience in lifestyle retail, fashion, beauty, hospitality, premium retail, or D2C brands will be an advantage.
- Willingness to travel extensively across assigned regions.
Key Skills
- Customer Experience Training
- Sales & Selling Skills Coaching
- Communication & Presentation Skills
- Behavioural & Soft Skills Training
- Grooming & Professional Etiquette
- Facilitation & Adult Learning
- Coaching & Feedback
- Stakeholder Management
- Training Content Development
- Performance Analysis
Why Join Ugaoo?
- Be part of one of India's fastest-growing D2C lifestyle brands.
- Shape the customer experience across Ugaoo's expanding retail network.
- Work in a collaborative, innovation-driven environment with cross-functional teams.
- Play a key role in building a service culture that differentiates Ugaoo's retail experience.