Assistant Manager, Retail Learning and Development

Berjaya Starbucks Coffee Company Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading coffee company in Kuala Lumpur seeks an Assistant Manager for Retail Learning and Development. The role involves developing training programmes to enhance customer service and store performance, managing LMS, and conducting training audits. Candidates should have a Bachelor’s degree and 4–6 years of experience in Learning & Development preferably within retail or hospitality. This position requires strong analytical skills and the ability to engage with store teams effectively.

Qualifications

• 4–6 years in Learning & Development, preferably in retail, hospitality, or customer-focused environments.
• Experience managing an LMS and HRD Corp processes.
• Strong ability to design learning programmes and analyse data.

Responsibilities

• Develop and roll out training programmes for customer service and selling skills.
• Conduct audits to assess training effectiveness and skill gaps.
• Manage and administer the LMS and track training compliance.

Skills

Design learning programmes

Data analysis

Stakeholder engagement

Training administration

Education

Bachelor’s Degree in HR, Training & Development, Business, Education or related field

Job description

Assistant Manager, Retail Learning and Development

To strengthen retail capability and customer experience through effective learning programmes, digital learning systems and compliant training administration. This role ensures that all retail employees are trained, engaged and supported by data-driven learning solutions.

Responsibilities

• Develop and roll out training programmes covering customer service, selling skills, product knowledge, service standards and store leadership.
• Support store performance through targeted learning interventions linked to service quality, sales and productivity.
• Conduct store learning audits to assess training effectiveness, skill gaps and execution of standards.
• Manage and administer the LMS, including learning pathways, course content, assessments and certifications.
• Track training completion, compliance and competency levels across all outlets.
• Generate learning dashboards and reports for management and operations.
• Design learning content and programmes from scratch, including classroom, digital and on-the-job learning.
• Create and drive learning engagement campaigns to increase participation, completion and skill application.
• Support Train-the-Trainer and store trainer capability.

Training Administration & HRDC

• Manage training schedules, enrolments, attendance and evaluation.
• Maintain audit-ready training records.
• Prepare and submit HRD Corp claims, reports and documentation.

Data & Business Analysis

• Analyse learning, performance and customer data to identify capability gaps.
• Build business cases to justify learning investments and priorities.
• Measure training effectiveness and ROI.

Stakeholder & Store Support

• Work closely with Retail Operations and HR to align learning with business needs.
• Travel as required to stores for learning audits, training support and staff engagement.
• Support new store openings, promotions and operational initiatives.

Requirements

• Education: Bachelor’s Degree in HR, Training & Development, Business, Education, or a related field.
• Experience: 4–6 years in L&D, preferably in retail, hospitality or customer-focused environments.
• Experience managing an LMS and HRD Corp processes.
• Strong ability to design learning programmes, analyse data and translate business needs into learning solutions.
• Comfortable working on the ground in retail stores and with frontline teams.