Are you passionate about developing people, elevating retail teams, and delivering exceptional customer experiences
We are looking for a Retail L&D Manager to drive learning transformation across our retail stores in Malaysia. This role will play a key part in building strong store leadership, enhancing service excellence, and shaping a high-performance retail culture.
Duties & Responsibilities:
Build An Incredible In-Store Service Experience
- Lead the Evaluate, Educate, Embed (E3) cycle, ensuring that customers at every Club21 location experience incredible service.
- Design and develop rich training materials, and a curriculum that covers service, styling, sales, and service recovery.
- Design and implement learning interventions that support continuous improvement in customer-facing roles.
Develop Store Leadership
- Conduct Learning Needs Analyses (LNAs) to identify leadership development needs at Senior Fashion Advisor, Supervisory, and Store Manager levels.
- Design and deliver leadership skill-building programs, working closely with the VP of Learning and other senior stakeholders to embed foundational leadership competencies.
- Implement coaching frameworks and methodologies to build a coaching culture, enabling leaders to mentor and guide their teams effectively.
Drive Exceptional Salescraft
- Lead the transformation from transactional to personal customer service.
- Design a training curriculum that supports the retail team in increasing sales and conversion
- Facilitate trainings both in classroom and OJT that support exceptional salesmanship
Key Requirements:
- Minimum 7 years of experience in Training, Learning & Development
- Professional Qualifications (at least one required): Any widely-recognised Training or Learning certification (ACTA, ACLP, DACE etc), ICF Coaching Certification etc.
- Excellent facilitator, at home in any training situation or environment
- 360-degree learning professional. You can write your own curriculum, develop your own content, facilitate the training, and evaluate it.
- Retail, Hospitality, or F&B operational experience required.
- Excellent negotiation, influencing, and stakeholder management skills.
- Strong interest in and understanding of how technology shapes the future of work and learning.
- Demonstrated ability to lead teams with empathy and independence, fostering a culture of trust, collaboration, and high performance.
- Metrics-driven approach, with experience defining and meeting KPIs, using data to inform decision-making and improve L&D outcomes.
- Exceptional verbal and written communication skills, capable of articulating complex concepts clearly and engagingly to a range of audiences.
If this seems like a perfect fit for your career, please hit the APPLY button and we will get back to you if you are shortlisted!
Can't wait to have you on the team! :)
