Ops & Training Assistant Manager

Purpose

Report to the Retail Operations Manager. Assists in creation of and delivery of training materials/programs for all levels of the field organization. Assists Retail Training & Development Department in identifying developmental needs, determine learning and performance gaps and recommend appropriate learning or performance solutions. In addition, this position will provide skilled and professional support for retail training programs for Field employees, and act as a liaison and project manager between the field organization and home office.

Key Responsibilities:

1. Training Program Development & Delivery:
   1. Design, develop, and deliver training programs for retail staff, including new hire orientation, customer service training, sales techniques, product knowledge, and store operations.
   2. Conduct both in-person and virtual training sessions, ensuring alignment with company policies and standards.
   3. Partner with DMs to provide ongoing coaching and development to retail employees to keep them accountable of application at the store to enhance performance and improve sales outcomes.
2. Employee Onboarding:
   1. Lead the onboarding process for new retail employees, ensuring they understand company culture, product offerings, and expectations for customer service.
   2. Organize and facilitate initial training sessions, including store tours, systems training, and role-playing scenarios.
3. Product Knowledge Training:
   1. Ensure staff are well-versed in product features, benefits, and usage to help them effectively assist customers.
   2. Regularly update training materials to reflect new product launches, promotions, and changes in company offerings and tailored to the market needs.
4. Customer Service & Sales Training:
   1. Teach retail employees best practices for engaging with customers, upselling, and cross-selling.
   2. Provide training on handling difficult customer interactions, conflict resolution, and improving customer satisfaction.
   3. Focus on developing skills to meet or exceed sales targets and KPI.
5. Evaluation & Feedback:
   1. Monitor the performance of trained employees, assess the effectiveness of training programs, and provide feedback for improvement.
   2. Use assessments, quizzes, and performance reviews to measure learning outcomes and identify areas for further training.
6. Continuous Improvement:
   1. Stay up to date with industry trends, retail best practices, and customer service innovations to ensure training programs remain relevant.
   2. Modify and enhance training techniques and materials based on employee feedback, performance metrics, and new business goals.
7. Collaboration:
   1. Work closely with store managers and department heads to identify training needs and tailor programs to meet specific business objectives.
   2. Collaborate with HR to ensure alignment with organizational goals and employee development strategies.
   3. Partner with HR to facilitate talent review.
8. Reporting & Budget:
   1. Maintain accurate records of training sessions, attendance, and participant evaluations.
   2. Provide monthly and quarterly reports on training outcomes and areas for improvement.
   3. Manage travel expenses for store visits, off-site training sessions, or workshops.
   4. Budgeting for venue rentals, equipment, or meals for training events.
   5. Annual budget planning by anticipating future training needs and align costs with company goals.
   6. Monitor expenses against the allocated budget and report variances.
   7. Identify cost-effective solutions for delivering impactful training (e.g., leveraging digital platforms to reduce travel costs).

Requirements:

• Bachelor’s Degree in Training and Development, Psychology, Education, Human Resources, Business or any other relevant field; or with equivalent working experience.
• More than 5 years of working experience with at least 2 years’ experience in developing customized training programs within a large-structured and complex business environment preferably in the retail environment.
• Understands retail KPIs.
• Proven ability to pinpoint, analyze, assess training needs within the business, translating those needs into actionable training initiatives.
• Strong communication skills (both written and spoken) with the ability to present information and instructions in a clear and concise manner.
• Strong presentation skills and ability to prepare training materials and draw reports on the performance and progress of training programs and initiatives.
• Ability to work both independently and in a group setting and highly capable of making deep and meaningful connections with others.
• Highly proficient in the use of MS Word, MS Excel, and PowerPoint.

LOCATION: 501A, Level 5, Uptown 1, 1 Jln SS21/58 Damansara Uptown, Petaling Jaya 47400 Selangor Darul Ehsan, Selangor Malaysia

FULL TIME/PART TIME: Full time

Current LS&Co Employees, apply via your Workday account.