CX Academy Training Manager-Gurgaon

At Swarovski, you don’t just join a brand - you help reinvent one of the most iconic names in fashion and design. Here, bold ideas matter, creativity drives change, collaboration is valued, and your work shapes how the world experiences brilliance. If you’re ready to push boundaries, grow your skills, and leave your mark where innovation meets timeless elegance, we’re ready for you.

We’re looking for a CX Academy Training Manager to be responsible for implementing and managing training operations across the respective market and region, fully engaging and developing teams to establish strong customer relationships through dynamic training initiatives across customer-facing channels, while driving sales and service excellence.

• Support the Head of Training in the implementation of Global / Market-specific training initiatives.
• Organize, manage, deliver and record timely ILT trainings on brand, product, service & sales, clientelling, styling, specialist skills, soft skills and Management Development for Retail, B2B & Client Services B2C.
• Lead a culture of coaching by observing customer interactions, identifying development opportunities, supporting Managers in building individual coaching plans, and leveraging Voice of Customer & Service Audit results to improve service and sales performance.
• Oversee consistent onboarding for all new starters by liaising with Managers & In-store Coaches, and track the quality and impact of trainings through regular follow-up to ensure learning is sustained and embedded.
• Work cross-functionally with District Managers / Area Managers to deliver trainings, share feedback and highlight potential talent. Act as a brand advocate and role model by demonstrating brand standards, ensuring implementation of Swarovski policies and procedures, and taking on additional responsibilities and projects as requested.

We are looking for a unique and amazing talent, who brings along the following:

• Bachelor’s degree in a related field.
• Minimum 3 years’ experience in similar role within fashion and retail environment.
• Demonstrate ability to build and maintain productive and cohesive relationships with peers and cross-functional teams.
• Very good influencing skills to align and get support from the parties during the implementation process.
• Clear picture for career development with strong potential ambition will be a plus.
• Willingness to travel frequently.

Swarovski creates crystal-based products of unique quality and craftsmanship that bring joy and celebrate individuality. Founded in Austria in 1895, we design, manufacture, and sell the world’s finest crystals, gemstones, Swarovski Created Diamonds, zirconia, jewelry, accessories, and home décor.

Sustainability and responsibility are at the heart of our brand, from circular innovation to diversity, inclusion, and the philanthropic work of the Swarovski Foundation. We empower people to express their individuality with confidence and respect, and we believe that different perspectives make us stronger.

Swarovski is an equal opportunity employer. We are committed to fair, inclusive recruitment and to building a workplace where everyone feels they truly belong.