Retail Operations Training Manager

FamilyMart Malaysia; Shah Alam; On-site; MYR 78,000 - 134,000; Full time

Job summary

FamilyMart Malaysia is seeking a skilled Training & Development lead to design and oversee learning programs across the store network. You will collaborate with HR on succession planning and staff retention while delivering operational training on SOPs, cashiering, and customer service.

The role requires 5+ years in training/L&D within retail/F&B, with experience in LMS content creation and field training. Willingness to travel to training centres and stores is essential.

Qualifications

• Degree in HR, Business Administration, Education or related field; HRD Corp TTT certification is a plus.
• At least 5 years in training, learning and development or retail/F&B operations with prior team leadership experience.
• Strong knowledge of convenience store operations, SOPs and service standards.
• Familiarity with HRDC claims and application processes.
• Hands-on experience developing e-learning content on an LMS (RYMNET or equivalent).

Responsibilities

• Lead end-to-end training and development programmes across the store network, including onboarding and continuous learning.
• Partner with HR on succession planning, staff retention initiatives, and leadership pipeline readiness.
• Design and deliver operational training on SOP compliance, cashiering, customer service, service recovery, and store performance standards.
• Manage trainer productivity and training schedules across classroom, on-the-job, and online formats to hit monthly trainee output targets.
• Develop Store Field Trainers and strengthen OJT capability to improve onboarding effectiveness.
• Ensure training effectiveness, compliance and certification through assessments and HRDC claims.
• Develop and update training materials, e-learning modules, and programme reports with ROI tracking.
• Travel to outstation training centres and stores for training delivery and audits.
• Perform other tasks as required.

Skills

Facilitation

Coaching

Communication

Stakeholder management

Education

Degree in HR / Business Admin / Education

Tools

RYMNET LMS

Job description

• Strategies and lead end-to-end training and development programmes across the store network, covering onboarding, continuous learning, and staff capability building.
• Partner with HR to support field operations succession planning, staff retention initiatives, and leadership pipeline readiness.
• Design and deliver operational training on SOP compliance, cashiering, customer service, service recovery, and store performance standards.
• Manage trainer productivity and training schedules across classroom, on-the-job, and online learning formats to achieve monthly trainee output targets.
• Develop Store Field Trainers and strengthen OJT capability to improve new-joiner onboarding effectiveness at store level.
• Ensure training effectiveness, compliance, and certification through assessments, Food Handler Training, HRDC claims, and proper documentation.
• Develop and update training materials, e-learning modules, and programme reports, including outcome tracking, ROI reporting, management trainee support, and uniform coordination.
• Perform any other tasks or projects as required by management.

Job Requirements

• Degree in Human Resources, Business Administration, Education, or a related field. HRD Corp Train-the-Trainer (TTT) certification is an added advantage.
• At least 5 years of experience in training, learning and development, or retail/F&B operations, with prior team leadership experience preferred.
• Strong knowledge of convenience store or retail operations, SOPs, and service standards.
• Familiarity with HRD Corp (HRDC) claims and application processes.
• Hands‑on experience developing e-learning content on an LMS (RYMNET or equivalent).
• Excellent facilitation, coaching, communication, and stakeholder management skills.
• Excellent communication skills in Bahasa Malaysia and English, both written and spoken.
• Willing to travel to outstation training centres and stores for training delivery and audits.