Customer Relations Training Manager

Manager-Customer Relation

Responsibilities

• Design and deliver SOP-driven training programs for airport operations (F&B, Retail) Lounge staff.
• Deliver classroom, on-floor, and virtual training with measurable performance outcomes.
• Conduct TNA, assessments, and refresher training based on audits and operational needs.
• Maintain training records, and curriculum documentation.
• Design, develop, and maintain training curricula tailored for airport-based teams including ground operations, lounge staff, F&B and Retail.
• Conduct Training Needs Analysis (TNA) in coordination with airport operations, quality, and compliance teams to identify skill gaps and operational training requirements.
• Develop structured training modules covering customer experience, , SOPs, 
• Incorporate adult learning principles, scenario-based learning, role plays, and real-time case studies relevant to airport environments.
• Evaluate training effectiveness through assessments, audits, operational feedback, and post-training performance metrics.
• Work closely with airport stakeholders, lounge managers, operations heads, and SMEs to ensure training relevance and effectiveness.

Qualifications

• Graduation and equivalent, MBA is preferable
• 4 years of experience in Training & Learning Delivery, with at least 1years in a Senior Trainer / Lead Trainer role.
• Strong experience in curriculum design, training delivery, assessments, and evaluation.
• Proven ability to train frontline and operational teams on SOPs
• Excellent facilitation, communication, and stakeholder management skills.
• Willingness to travel and work in dynamic, operational airport environments.
• Prior exposure to airport operations, aviation services
• Experience using LMS platforms, digital learning tools, and blended learning methodologies.