About Ugaoo
At Ugaoo, we're not just selling plants we're creating meaningful retail experiences that bring people closer to nature. With 17 company-owned stores across Pune, Mumbai, Bangalore, Delhi, and Gurgaon, and many more on the horizon, we are reimagining how customers discover and engage with plants.
Every Ugaoo store is designed to be more than just a retail space. It's a green oasis where customers can explore vibrant plant collections, discover thoughtfully curated gardening products, and receive expert guidance from our teams. Whether someone is a seasoned plant enthusiast or a first-time buyer, we aim to make their journey simple, educational, and inspiring.
As we continue to expand our offline footprint, building consistent and high-quality in-store experiences across locations is a key priority for us.
To support this vision, we are looking for a passionate
Retail Customer Experience & Training Manager who will design and implement structured training programs for retail employees across Ugaoo stores. The role will focus on building strong customer interaction skills, plant knowledge, store experience standards, and service excellence, ensuring that every customer visiting our stores receives an engaging and delightful gardening experience.
Explore how we've redefined plant shopping, watch our store videos to see the immersive Ugaoo experience:
- Koregaon Park Store
- Thane Store
- Janakpuri Store
- HSR Layout Store
Responsibilities
Training Program Design
- Design and implement structured training modules for retail employees across all store locations.
- Develop training frameworks covering customer experience, plant advisory, retail selling skills, and store etiquette.
- Create onboarding training programs for new retail hires.
Customer Experience Standards
- Define and implement store service standards and customer interaction protocols.
- Train store teams on consultative selling and plant advisory to help customers make informed gardening decisions.
- Ensure employees deliver a consistent brand experience aligned with Ugaoo's philosophy of gardening made simple and enjoyable.
Product & Category Training
- Develop training programs around plant care, gardening products, fertilizers, tools, and accessories.
- Collaborate with category teams and horticulture experts to ensure training content is accurate and practical.
- Ensure store teams are equipped to provide basic plant care guidance to customers.
Sales & Retail Behaviour Training
- Train employees on customer engagement, upselling, cross-selling, and conversion improvement.
- Conduct role-play sessions and practical store simulations.
- Support teams in improving average bill value and customer satisfaction scores.
Store Visits & Coaching
- Conduct regular store visits to evaluate training effectiveness and employee performance.
- Provide on-ground coaching and feedback to store staff and store managers.
- Identify skill gaps and continuously improve training programs.
Training Content Development
- Develop training manuals, SOPs, videos, and digital learning modules.
- Maintain a central repository of training materials for retail teams.
- Ensure training programs evolve with new product launches and retail initiatives.
Performance & Impact Measurement
- Track training effectiveness through customer feedback, sales performance, and store audits.
- Partner with retail leadership to identify areas of improvement.
- Create periodic reports on training outcomes and capability development.
Key Skills & Competencies
- Strong understanding of retail customer experience and store operations
- Excellent training, facilitation, and coaching skills
- Ability to design structured learning programs
- Strong communication and presentation skills
- Understanding of consultative selling and customer engagement
- Ability to work cross-functionally with retail, marketing, and category teams
- Passion for gardening, plants, or lifestyle retail is a strong advantage
Preferred Background
- 58 years of experience in Retail Training / Retail L&D / Customer Experience Training
- Experience working with multi-store retail brands
- Prior experience in lifestyle, home, gardening, or FMCG retail will be preferred
- Comfortable with frequent travel across retail locations
Join us, and help shape the future of gardening and grow with us, because Plants Grow People. 
