Retail Operations Trainer

Key Responsibilities

1. Training Needs and Planning

· Identify training needs for Sales Associates, Senior Sales Associates, and Supervisors through assessments, outlet visits and feedback from Operations.

· Prepare training plans, schedules and learning paths for new joiners and existing employees.

· Coordinate training sessions with outlet managers to minimise disruption to store operations.

· Keep training records, attendance and assessment results up to date.

2. Training Delivery

· Conduct classroom, on-the-job and outlet-based training.

· Deliver onboarding for new employees, including brand introduction, customer service, product knowledge and approved outlet procedures.

· Facilitate development programmes for Supervisors and Store Managers in areas such as leadership, briefing, task delegation, coaching and team follow-up.

· Demonstrate outlet practices based on hands-on retail operations experience.

· Coach employees during outlet visits and give practical feedback to help them apply what they have learned.

· Support refresher training when assessment results, outlet observations or Operations feedback show a learning gap.

3. Training Materials

· Prepare clear training materials, trainer guides, slides, checklists, quizzes and assessment forms based on approved SOPs and requirements.

· Review training materials with the relevant Operations PIC before use.

· Update training content when Operations confirms a change to an SOP or process.

· Make training materials practical, easy to understand and suitable for outlet use.

4. Assessment and Follow-Up

· Assess employees through quizzes, demonstrations, observation and practical tasks.

· Check whether employees can apply the required skills at work, not only complete the training session.

· Share training outcomes and identified skill gaps with the relevant manager and Operations PIC.

· Recommend coaching, practice or retraining where needed, and check progress afterwards.

· Maintain individual training and assessment records.

5. Partnership with Operations

· Gather training requests from Operations and clarify the required skills, target group and expected outcome.

· Confirm operational content with the responsible Operations PIC before developing or delivering training.

· Escalate unclear, conflicting or outdated SOP information to Operations for confirmation.

· Support Operations-led rollouts by preparing and delivering training after the process has been approved.

· Provide feedback on common learning gaps observed across outlets.

Key Performance Indicators

· Training plans delivered according to schedule.

· New joiner onboarding completed within the required timeline.

· Training attendance and records completed accurately.

· Improvement in assessment results and practical competency.

· Follow-up completed for employees requiring coaching or retraining.

· Positive feedback from trainees, outlet managers and Operations.

· Training materials reviewed and updated after confirmed SOP changes.

Requirements

· Diploma or degree in Retail Management, Business, Training, Human Resources or a related field is preferred.

· At least 3 years of hands-on experience in retail operations is required. Experience as a Retail Operations Executive, Area Operations Executive or in a similar multi-outlet operations role is strongly preferred.

· Experience supporting or managing outlet operations, including store visits, operational checks, stock handling, merchandising, cashiering, customer service and staff deployment.

· Able to explain operational requirements clearly and demonstrate how tasks should be carried out in an outlet.

· Experience delivering classroom and on-the-job training is an advantage.

· Able to prepare clear training materials and conduct practical assessments.

· Strong communication, facilitation and coaching skills.

· Organized and able to manage training schedules, records and follow-up.

· Willing to travel to retail outlets when required.

· Able to communicate in English and Bahasa Malaysia; Mandarin is an advantage.