Theater
Website:
theater.xyz
Job details:
Job Description: CX Training Lead
Location: Chandigarh (CCR)
Company Overview: Theater is a dynamic and rapidly growing fashion start-up based in India. Our mission is to create India’s best design-led, mass-premium western fashion company. At present, Theater specializes in footwear, handbags, fragrances, and stockings for women.
Position Overview: As Theater continues to scale rapidly across categories and channels, delivering a consistent and elevated customer experience is central to our brand promise. We are seeking a CX Training Lead who will be responsible for building customer experience training programs, enhancing service capabilities, and ensuring our teams consistently deliver exceptional customer interactions across all touchpoints. This role requires strong expertise in training design, coaching, quality improvement, and customer experience excellence.
Key Responsibilities:
Training Strategy & Capability Building
• Design and implement structured onboarding programs for new Customer Experience team members.
• Develop training modules focused on communication skills, product knowledge, customer handling, objection management, and service excellence.
• Build capability frameworks to continuously enhance team effectiveness and customer satisfaction.
Process & Product Training
• Create detailed training content around Theater’s product categories, brand positioning, and customer engagement standards.
• Conduct regular refresher sessions to align teams on process updates, new launches, and customer service best practices.
• Ensure strong understanding of SOPs, policies, escalation protocols, and CRM processes.
Coaching & Performance Improvement
• Identify skill gaps through quality audits, customer feedback, and team performance metrics.
• Provide one-on-one coaching and group training interventions to improve communication, empathy, and resolution effectiveness.
• Partner with team leaders to strengthen performance coaching practices.
Quality & Customer Experience Enhancement
• Work closely with Customer Experience leadership to improve customer satisfaction, resolution turnaround times, and overall service quality.
• Establish service benchmarks and customer interaction standards that reflect Theater’s brand voice.
• Drive initiatives focused on customer delight, retention, and brand loyalty.
Content Development & Knowledge Management
• Develop SOPs, playbooks, process guides, FAQs, and knowledge repositories for internal teams.
• Maintain training documentation and ensure content remains relevant, updated, and scalable.
Cross-functional Collaboration
• Collaborate with Product, Operations, Logistics, and Marketing teams to align customer communication and service processes.
• Support internal teams in understanding customer pain points and opportunities for service improvement.
Reporting & Analysis
• Measure training effectiveness using quality scores, customer feedback, productivity metrics, and service performance trends.
• Prepare structured reports on training impact, learning progress, and service quality improvements.
Requirements:
• Minimum 5 years of experience in Customer Experience Training, Learning & Development, Customer Service Quality, or a related field.
• Experience in e-commerce, retail, D2C, or consumer-facing brands is strongly preferred.
• Strong understanding of customer service frameworks, training methodologies, and coaching practices.
• Excellent verbal and written communication skills.
• Experience in creating training content, SOPs, and capability development programs.
• Familiarity with CRM and customer support tools is preferred.
• Bachelor’s degree in Business, Communications, HR, or a related field (preferred).
Key Competencies
• Strong coaching and facilitation skills.
• Customer-first mindset with strong empathy and communication ability.
• Ability to identify performance gaps and build structured improvement plans.
• Strong stakeholder management and collaboration skills.
• Detail-oriented, process-driven, and execution-focused.
• Proactive and results-oriented mindset.
Application Process:
Interested candidates may share their CV at careers@theater.xyz with the subject line:
“CX Training Lead CV – Candidate Name ”
Theater is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Click on Apply to know more.