Key Responsibilities:
Training Delivery & Retail Facilitation
- Deliver engaging, structured and practical training programs for retail teams, focusing on store operations, sales techniques and customer service excellence to drive overall store performance.
- Conduct both classroom based and on the job training within retail stores, ensuring employees can effectively apply operational procedures, sales approaches and service standards in real working environments.
- Facilitate training on Standard Operating Procedures (SOPs), product knowledge, visual merchandising standards, customer engagement and retail operational practices to ensure consistency across all stores.
- Provide hands-on coaching and guidance to store teams to strengthen operational execution, improve sales capability and enhance customer experience.
Training Design & Retail Learning Development
- Develop, adapt and continuously improve retail focused training materials, operational guides and SOP manuals to support store teams in delivering consistent retail standards.
- Customize training content based on store performance trends, operational challenges and customer service gaps identified during store visits or feedback from retail management.
- Apply a mix of practical demonstrations, role-play scenarios and digital learning tools to enhance training effectiveness and ensure knowledge retention among retail staff.
Training Effectiveness & Performance Monitoring
- Evaluate training effectiveness through assessments, feedback and on the job observation.
- Monitor retail team performance post training to ensure SOP compliance and service standard implementation.
- Identify skill gaps and recommend targeted development programs to improve store performance.
Retail Operational Support
- Partner with retail operations and store managers to ensure training initiatives align with business goals and operational requirements.
- Support the rollout of new SOPs, operational processes and retail initiatives through structured training programs.
- Promote a culture of continuous learning and performance improvement across retail teams.
Requirements:
- Bachelor's Degree in Human Resource Management, Business Administration, Retail Management or a related field.
- Minimum 3 years of experience in retail operations or retail training, preferably within a multi store retail environment.
- Strong understanding of retail operations, sales processes and customer service standards.
- Excellent presentation, facilitation and communication skills in English and Bahasa Malaysia.
- Ability to design engaging training content and adapt training approaches for different learning styles.
- Proficient in using training tools, presentation software and digital learning platforms.
- Strong interpersonal skills with the ability to influence, coach and engage retail teams.
- Willing and able to travel frequently to retail outlets to conduct training and provide on site support.
