Manager - Retail Capability & Training Governance

Responsibilities & Key Deliverables

The role is responsible for driving capability development across the dealership and workshop network by ensuring the availability of qualified trainers, robust training governance, and data-driven capability interventions.

The incumbent will own the end-to-end trainer ecosystem including recruitment, onboarding, certification, and performance management of Cluster Trainers. The role will also drive annual talent identification and capability assessment programs for dealership sales and service personnel while ensuring training plans are aligned to business needs, productivity gaps, customer feedback, operational KPIs, and new product/process requirements.

The objective is to move beyond training coverage and create a capability-led culture that improves performance, customer experience, and business outcomes.

Key Responsibilities

Cluster Trainer Recruitment & Capability Management

• Lead recruitment and onboarding of Cluster Trainers across assigned geographies.
• Define trainer competency frameworks, selection standards, and assessment criteria.
• Ensure trainer readiness through structured induction, coaching, and development programs.
• Monitor trainer effectiveness through performance reviews, learner feedback, certification scores, and business impact measures.

Trainer Certification & Quality Assurance

• Design and execute the annual certification and recertification program for Cluster Trainers.
• Ensure trainers remain current on products, sales processes, service processes, customer experience standards, and facilitation methodologies.
• Drive standardization and consistency of training delivery across the network.
• Conduct audits and evaluations to maintain training quality standards.

Training Need Analysis & Capability Planning

• Identify capability gaps using multiple data sources, including:
• Productivity and performance metrics
• Sales conversion and retail performance
• VOC and customer feedback
• NPS/CX indicators
• Service operational KPIs
• Audit findings
• New product launches
• New process implementations
• New joiner requirements
• Learning assessment results
• Develop targeted capability-building interventions based on identified needs.
• Ensure training investments address business performance gaps rather than training coverage alone.

Training Governance & Calendar Management

• Build and manage the annual training calendar across dealerships and sales consultants (SCs).
• Track training nominations, attendance, completion, and certification status.
• Ensure training compliance and coverage across all customer-facing roles.
• Monitor training effectiveness and intervention outcomes.

Dealer Talent Development Programs

• Conceptualize and execute annual Sales and Service Talent Excellence Programs.
• Design assessments, competitions, and certification pathways to identify top-performing dealership and workshop talent.
• Create recognition and development mechanisms for high-potential employees.
• Generate talent pipelines for future trainer and leadership roles.

Stakeholder Management

• Partner with Sales, Service, CX, Network Development, Dealer Principals, and Regional Teams.
• Provide regular capability dashboards and insights to leadership.
• Influence dealers to adopt capability development as a key business enabler.

General Experience

• 7-12 years of experience in Learning & Development, Retail Capability Building, Sales Training Operations, Network Development, or Dealer Training.
• Experience in automotive, retail, FMCG, BFSI, or large distributed sales networks preferred.
• Strong understanding of sales and service operations.
• Experience in training governance, trainer management, assessment centers, and certification frameworks.
• Strong analytical and stakeholder management skills.