Training and Development Manager

5 days ago

Petaling Jaya, Selangor, Malaysia Levi Strauss & Co. Full time
Job Overview

The Retail Operations Assistant Manager is a key role in our team, responsible for designing, developing, and delivering training programs for retail staff. This includes new hire orientation, customer service training, sales techniques, product knowledge, and store operations.

Key Responsibilities
  • Training Program Development & Delivery:
  1. Create customized training materials and deliver sessions to ensure alignment with company policies and standards.
  2. Partner with department managers to provide coaching and development to retail employees, promoting application of skills at the store level.
Employee Onboarding:
  1. Lead the onboarding process, ensuring new retail employees understand company culture, product offerings, and expectations for customer service.
  2. Organize and facilitate initial training sessions, including store tours, systems training, and role-playing scenarios.
Product Knowledge Training:
  1. Ensure staff are well-versed in product features, benefits, and usage to effectively assist customers.
  2. Regularly update training materials to reflect new product launches, promotions, and changes in company offerings.
Customer Service & Sales Training:
  1. Teach best practices for engaging with customers, upselling, and cross-selling.
  2. Provide training on handling difficult customer interactions, conflict resolution, and improving customer satisfaction.
  3. Foster skills to meet or exceed sales targets and KPIs.
Evaluation & Feedback:
  1. Monitor performance of trained employees, assess training program effectiveness, and provide feedback for improvement.
  2. Use assessments, quizzes, and performance reviews to measure learning outcomes and identify areas for further training.
Continuous Improvement:
  1. Stay current with industry trends, retail best practices, and customer service innovations to ensure training programs remain relevant.
  2. Modify and enhance training techniques and materials based on employee feedback, performance metrics, and business goals.
Collaboration:
  1. Work closely with store managers and department heads to identify training needs and tailor programs to specific business objectives.
  2. Collaborate with HR to ensure alignment with organizational goals and employee development strategies.
  3. Participate in talent review processes.
Requirements
  • Bachelor's degree in a relevant field or equivalent work experience.
  • At least 2 years' experience in developing customized training programs within a complex business environment.
  • Familiarity with retail KPIs.
  • Ability to analyze and assess training needs, translating them into actionable initiatives.
  • Strong communication and presentation skills.
  • Proficient in MS Office applications.

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