Retail Learning & Development Manager

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

Are you passionate about developing people, elevating retail teams, and delivering exceptional customer experiences?

We are looking for a Retail L&D Manager to drive learning transformation across our retail stores in Malaysia. This role will play a key part in building strong store leadership, enhancing service excellence, and shaping a high-performance retail culture.

Duties & Responsibilities:

Build An Incredible In-Store Service Experience

• Lead the Evaluate, Educate, Embed (E3) cycle, ensuring that customers at every Club21 location experience incredible service.
• Design and develop rich training materials, and a curriculum that covers service, styling, sales, and service recovery.
• Design and implement learning interventions that support continuous improvement in customer-facing roles.

Develop Store Leadership

• Conduct Learning Needs Analyses (LNAs) to identify leadership development needs at Senior Fashion Advisor, Supervisory, and Store Manager levels.
• Design and deliver leadership skill-building programs, working closely with the VP of Learning and other senior stakeholders to embed foundational leadership competencies.
• Implement coaching frameworks and methodologies to build a coaching culture, enabling leaders to mentor and guide their teams effectively.

Drive Exceptional Salescraft

• Lead the transformation from transactional to personal customer service.
• Design a training curriculum that supports the retail team in increasing sales and conversion
• Facilitate trainings both in classroom and OJT that support exceptional salesmanship

Key Requirements:

• Minimum 7 years of experience in Training, Learning & Development
• Professional Qualifications (at least one required): Any widely-recognised Training or Learning certification (ACTA, ACLP, DACE etc), ICF Coaching Certification etc.
• Excellent facilitator, at home in any training situation or environment
• 360-degree learning professional. You can write your own curriculum, develop your own content, facilitate the training, and evaluate it.
• Retail, Hospitality, or F&B operational experience required.
• Excellent negotiation, influencing, and stakeholder management skills.
• Strong interest in and understanding of how technology shapes the future of work and learning.
• Demonstrated ability to lead teams with empathy and independence, fostering a culture of trust, collaboration, and high performance.
• Metrics-driven approach, with experience defining and meeting KPIs, using data to inform decision-making and improve L&D outcomes.
• Exceptional verbal and written communication skills, capable of articulating complex concepts clearly and engagingly to a range of audiences.