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Job details:
Location: Goregaon East, Mumbai
Reporting To: VP – Channel Transformation
About the Role
We are seeking a dynamic and strategic Senior Manager – Channel Communication & Learning and Development to drive capability building, communication excellence, and digital enablement across DTDC’s extensive partner and franchise network.
This role is critical in ensuring that operational changes, business policies, customer service standards, and digital transformation initiatives are consistently understood, adopted, and executed across a geographically dispersed channel ecosystem.
Key Responsibilities
Hybrid Learning & Capability Development
- Design and execute a scalable, pan-India learning roadmap integrating classroom workshops, LMS-based e-learning, virtual sessions, and mobile-first micro-learning modules.
- Build structured onboarding journeys for new franchisees, channel partners, and frontline network teams.
- Develop role-based learning pathways focused on operations, customer experience, compliance, sales enablement, and digital tools.
Multilingual Content & Enablement
- Create and oversee training content, SOPs, job aids, videos, and operational collateral in multiple Indian languages to ensure high adoption across diverse regions.
- Maintain consistency of messaging and learning outcomes while localizing content for regional relevance.
Channel Communication & Change Management
- Draft clear, concise, and engaging communications related to:
- Policy and process updates
- Incentive and payout changes
- Product and service launches
- Operational advisories
- Strategic transformation initiatives
- Ensure communications are partner-centric, easy to understand, and aligned with business objectives and profitability.
Team Leadership
- Lead and coach a team of 5–6 regional trainers across India.
- Define KPIs linked to onboarding effectiveness, training completion, compliance, service quality, and partner engagement.
- Drive governance through training calendars, audits, feedback loops, and performance reviews.
Digital Transformation Enablement
- Drive adoption of digital platforms, mobile applications, automated workflows, and self-service tools across the channel network.
- Partner with product, technology, and operations teams to translate digital changes into practical training and communication interventions.
Impact Measurement & Analytics
- Track training effectiveness through assessments, certification scores, completion rates, and field adoption metrics.
- Monitor partner compliance, process adherence, and operational quality indicators.
- Correlate learning and communication interventions with NPS, CSAT, productivity, and operational efficiency outcomes.
Desired Candidate Profile
Experience
- 4–5+ years of experience in Learning & Development, Channel Enablement, Franchise Training, or Change Communication.
- Prior exposure to logistics, express distribution, retail, telecom, BFSI, or other large distributed/franchise-led networks is strongly preferred.
Additional Strengths
- Exposure to multilingual content development and localization.
- Familiarity with learning analytics, adoption metrics, and impact measurement.
- High ownership, execution orientation, and comfort working in a fast-paced transformation environment.
Educational Qualification
- MBA / PGDM (preferred) or equivalent postgraduate qualification.
- Certification in L&D, instructional design, change management, or communication will be an added advantage.
Why This Role Matters
This role sits at the heart of DTDC’s Channel Transformation agenda. The incumbent will directly influence how effectively thousands of channel partners understand change, adopt digital tools, comply with processes, and deliver a superior customer experience across one of India’s largest logistics networks.
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