AT A GLANCE
The Retail Training Senior Associate is responsible for designing, delivering, and evaluating learning and development initiatives that strengthen employee capability, elevate customer experience, and improve operational excellence across retail stores. This role conducts training needs analyses, develops engaging learning solutions, facilitates classroom and in-store training, manages learning programs through the Learning Management System (LMS), and partners with stakeholders to ensure learning interventions drive measurable business results.
YOUR OVERALL MISSION & DAY-TO-DAY
Training Needs Analysis & Training Design
- Conduct training needs analyses through performance data, store observations, stakeholder consultations, audits, and employee feedback.
- Identify knowledge and skill gaps, and recommend learning solutions aligned with business objectives and employee development needs.
- Design, develop, update, and continuously improve training materials, facilitator guides, participant workbooks, assessments, learning activities, and reference resources.
- Support the development of learning curricula, competency frameworks, onboarding journeys, and career development programs.
- Ensure learning content remains relevant, engaging, and aligned with company standards, policies, and competency requirements.
- Partner with cross-functional teams to develop and implement learning initiatives that support operational priorities.
- Conduct field-based learning interventions, including store visits to deliver hands-on training, coaching, and performance support.
- Provide training support during new store openings, relocations, expansions, mass hiring initiatives, and other critical business requirements.
- Manage assigned learning programs within the Learning Management System (LMS), including course creation, content uploads, enrollments, certifications, and data maintenance.
- Monitor LMS learning paths and generate reports and analytics to support training planning and continuous improvement.
Learning Program Delivery & Facilitation
- Facilitate onboarding programs, classroom training, workshops, webinars, and virtual learning sessions for retail employees.
- Deliver learning programs covering customer service, retail operations, product knowledge, company policies, leadership fundamentals, and professional development.
- Apply adult learning principles and effective facilitation techniques to create engaging, learner-centered experiences.
- Conduct coaching sessions, provide developmental feedback, and reinforce learning through practical application in the workplace.
- Manage all training logistics, participant communications, attendance records, evaluations, and learning documentation.
- Serve as a subject matter resource for learning and development inquiries from employees and business leaders.
- Conduct regular field visits to support store teams, ensuring consistent execution of operational standards, customer experience, and desired behaviors.
Training Evaluation & Impact Measurement
- Measure training effectiveness using assessments, observations, surveys, focus group discussions, audits, and other evaluation tools.
- Track learning participation, completion rates, assessment results, and other key learning metrics using LMS data and training reports.
- Prepare dashboards, reports, and recommendations to communicate learning outcomes and business impact.
- Support the evaluation of learning effectiveness by monitoring improvements in employee performance, operational execution, and customer experience.
- Identify trends and opportunities to enhance training programs, learning processes, and delivery methods.
- Maintain accurate training documentation and ensure compliance with reporting requirements across both manual records and the LMS.
- Conduct training and operational audits across retail stores to assess compliance with learning standards, operational processes, and service excellence, and recommend actionable improvements.
CORE COMPETENCIES
- Creative: Improve processes, tools, or ways of working to make tasks more efficient and enhance team or customer experience.
- Considerate: Show care and respect in all interactions, offer help when teammates need support, and provide feedback in a thoughtful and respectful way.
- Customer Focused: Anticipate needs and ensure smooth, efficient service for employees and customers, making sure to handle questions or concerns with clarity, empathy, and professionalism.
- Continuously Learning: Actively learn new skills, tools, or systems to improve performance. Apply feedback and share useful learnings to help the team work better.
- Collaborative: Work effectively with teammates and other teams. Communicate openly, share information, and contribute to solving day-to-day work and customer challenges.
YOUR TALENT
- Bachelor's Degree in Human Resource Management, Psychology, Business Administration, Education, Organizational Development, or a related field.
- At least 3–5 years of experience in Learning and Development, Training, Organizational Development, Human Resources, or related functions.
- Proven experience facilitating training programs, workshops, and learning interventions for diverse employee groups.
- Experience conducting training needs analysis and developing learning materials and training programs.
- Strong presentation, facilitation, coaching, and communication skills, with the ability to confidently engage both small and large audiences.
- Strong analytical, organizational, and project management skills with the ability to manage multiple priorities simultaneously.
- Proficient in Microsoft Office applications, particularly PowerPoint and Excel.
- Experience using Learning Management Systems (LMS) and learning technologies is an advantage.
