Retail Training & Operations Leader

FamilyMart; Selangor; On-site; MYR 70,000 - 100,000; Full time

Job summary

Jora Malaysia in Selangor seeks a seasoned Training and Development Lead to strategise and run end-to-end programmes across the store network, including onboarding, continuous learning, and staff capability building. You will partner with HR to support succession planning, staff retention, and leadership pipeline readiness.

Design and deliver operational training on SOPs, cashiering, customer service, service recovery, and store performance.

Qualifications

• Degree in HR, Business Administration, Education or related field.
• HRD Corp TTT certification is an added advantage.
• At least 5 years of experience in training, L&D, or retail/F&B operations, with team leadership preferred.
• Strong knowledge of convenience store operations, SOPs, and service standards.
• Willing to travel to outstation training centres and stores for delivery and audits.

Responsibilities

• Strategise and lead end-to-end training 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 onboarding capability to improve new-joiner effectiveness at store level.
• Ensure training effectiveness, compliance, and certification through assessments, HRDC claims, and proper documentation.
• Develop and update training materials, e-learning modules, and programme reports including ROI reporting.

Skills

Training & development

Retail operations

Facilitation

Stakeholder management

Coaching

LMS

Education

Degree in HR/BA/Education

Tools

LMS (RYMNET)

HRD Corp claims

Job description

Jora Malaysia in Selangor seeks a seasoned Training and Development Lead to strategise and run end-to-end programmes across the store network, including onboarding, continuous learning, and staff capability building. You will partner with HR to support succession planning, staff retention, and leadership pipeline readiness.

Design and deliver operational training on SOPs, cashiering, customer service, service recovery, and store performance.