Manager-Customer Relation and Trainer

Purpose/Objective

Own the end-to-end learning and development strategy for Adani One’s e commerce business, partnering with product, airport operations, marketing, and customer support to ensure every team member is skilled, aligned to business goals, and equipped to deliver superior digital customer journeys.
This is a pivotal role where you’ll integrate learning design, digital delivery, consumer insights to build and scale capabilities across a dynamic, multi-service platform.

Key Responsibilities of Role

• 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.

Technical Competencies

• Business acumen in e commerce or travel services.
  Comfortable translating business goals into learning solutions that impact revenue, conversions, or customer satisfaction.
  ,• Data driven decision making.
  Able to frame metrics, interpret learning and performance data, and justify investments in training.
  ,• Change and project management.
  Skilled at coordinating across teams and timelines, with experience managing multiple, parallel learning initiatives.
  ,• Excellent communication and facilitation.
  Clear in designing and delivering content for diverse audiences; adept at storytelling and coaching.
  ,• Digital fluency.
  Comfortable with mobile, app based, or hybrid delivery; stays current on emerging learning technologies.

Qualifications and Experience

• 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.