Retail Training Manager

The Retail Training Manager

is responsible for driving sales performance, customer experience excellence, and operational consistency across all stores through field-based coaching, capability-building initiatives, and performance improvement programs. This role partners closely with Retail Operations to identify capability gaps, design impactful learning interventions, and ensure training programs translate into measurable improvements in store performance, employee productivity, customer satisfaction, and operational compliance. The role serves as a strategic partner to Retail Operations by driving behavioral change and capability development that directly impacts business results.

RESPONSIBILITIES

Training Needs Analysis and Training Design

• Partner with Retail Operations and Store Managers to identify training and capability gaps across stores and sales teams.
• Analyze sales performance, customer feedback, operational metrics, audit results, and field observations to determine learning priorities and performance improvement opportunities.
• Design and implement targeted learning interventions that address identified performance gaps and support retail objectives.
• Develop and maintain training materials, coaching guides, reinforcement tools, and store performance resources.
• Recommend training and coaching initiatives based on emerging business needs, operational challenges, and store performance trends.
• Collaborate with PMD and other functions to ensure alignment between onboarding programs and field-based learning reinforcement.

Learning Program Delivery and Facilitation

• Facilitate advanced customer service, sales, operational excellence, and leadership development programs for store teams and retail leaders.
• Conduct regular store visits to observe employee performance, customer interactions, and adherence to operational standards.
• Provide on-the-floor coaching and developmental feedback to improve selling behaviors, service delivery, and overall store performance.
• Collaborate closely with Retail Operations to ensure consistent execution of training initiatives across all store locations.
• Support new store openings, product launches, and operational rollouts through targeted training interventions.
• Act as a trusted training partner to Retail Operations by providing insights and recommendations on workforce capability and performance improvement opportunities.
• Support the development of Store Managers and retail leaders in coaching, feedback delivery, and team capability-building
• Lead field-based coaching and reinforcement activities to ensure training translates into sustained behavioral change and measurable business outcomes.
• Champion best-practice sharing across stores and identify opportunities to replicate high-performing behaviors and operational excellence standards.

Training Evaluation and Impact Measurement

• Conduct store audits and field assessments to evaluate the application of training, customer service standards, sales behaviors, and operational procedures.
• Monitor and evaluate key performance indicators (KPIs), including sales productivity, conversion rates, customer satisfaction, operational compliance, and employee proficiency, among others.
• Prepare reports and recommendations highlighting capability gaps, development priorities, and performance improvement opportunities.
• Monitor progress of coaching and development plans to ensure sustained behavioral and performance improvements
• Track and communicate the business impact of training interventions through measurable improvements in sales performance, customer experience metrics, operational compliance, and workforce productivity.
• Provide regular insights and recommendations to Retail Operations leadership to support continuous improvement and operational excellence initiatives.

QUALIFICATIONS

• Bachelor’s Degree in Human Resources, Psychology or related field
• At least 5-7 years of experience in training, learning and development, preferably in the retail industry
• Strong understanding of retail operations, customer experience standards, sales processes, and performance management.
• Excellent communication, organization, and project management skills, with the ability to manage multiple initiatives simultaneously.
• Proficient in Microsoft Office applications, particularly Excel and PowerPoint; Experience with learning management systems and digital learning platforms is an advantage.
• Willing to travel and conduct training sessions across store locations as needed.