Retail L&D Leader: Elevate Service & Sales

Club21; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Club21 is seeking a Retail L&D Manager to drive learning transformation across our Malaysia stores, building strong store leadership, elevating service excellence, and shaping a high-performance retail culture.

You will lead the E3 cycle, design curricula for service, styling, sales, and service recovery, and develop leadership programs while partnering with senior stakeholders to embed coaching and data-driven KPI improvement.

Qualifications

• Minimum 7 years of experience in Training, Learning & Development.
• Professional qualifications in training or learning (ACTA/ACLP/DACE etc) and/or ICF coaching certification.
• Excellent facilitator, adaptable to any training situation or environment.
• Retail, Hospitality, or F&B experience preferred.
• Strong negotiation, influencing and stakeholder management, with data-driven decision making.

Responsibilities

• Lead the E3 (Evaluate, Educate, Embed) cycle to elevate in-store service.
• Design and develop training materials and curricula for service, styling, sales, and service recovery.
• Develop leadership programs and coach through frameworks to build a coaching culture.
• Drive the transition from transactional to personal customer service and improve sales performance.

Skills

Facilitation

Stakeholder management

Curriculum design

Coaching

Communication

Presentation

Analytical thinking

Education

ACTA/ACLP/DACE training certification

ICF Coaching Certification

Job description

Club21 is seeking a Retail L&D Manager to drive learning transformation across our Malaysia stores, building strong store leadership, elevating service excellence, and shaping a high-performance retail culture.

You will lead the E3 cycle, design curricula for service, styling, sales, and service recovery, and develop leadership programs while partnering with senior stakeholders to embed coaching and data-driven KPI improvement.