Manager, Retail Learning & Development

Job Responsibilities:

• Execute the regional Retail Learning & Development strategy and annual training calendar to ensure effective delivery of onboarding, functional, behavioral, customer service, and leadership development programs across assigned outlets and cafes.
• Develop and deliver training modules, conduct classroom and on-the-job coaching sessions, and ensure continuous capability development of frontline retail employees.
• Conduct training needs assessments, identify capability gaps, and implement targeted learning interventions to enhance retail performance and customer experience.
• Facilitate classroom, virtual, and on-the-job learning programs while ensuring training quality and consistency across assigned locations.
• Partner with outlet managers and retail operations teams to address performance gaps, strengthen service excellence, and foster a culture of continuous learning and development.
• Lead and develop trainers and support learning champions to ensure effective execution of training programs and capability-building initiatives.
• Monitor learning effectiveness, customer experience indicators, and training analytics, and recommend continuous improvements to maximize business impact.
• Maintain training records, reports, and learning dashboards while ensuring effective utilization of learning resources and budgets.

Safeguarding Responsibilities:

• Ensure the safety of team members from any harm, abuse, neglect, harassment, and exploitation to achieve the programme’s goals on safeguarding implementation.
• Act as a key source of support, guidance, and expertise on safeguarding for establishing a safe working environment.
• Practice, promote, and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.
• Follow the safeguarding reporting procedure in case any reportable incident takes place, and encourage others to do so.

Qualifications:

Education:

• A graduate from any reputed university.

Experience:

• Minimum 8 years of relevant experience preferred.

Preferred Qualifications:

• Proven experience in training facilitation, coaching, and capability-building in retail or customer-facing environments.
• Strong understanding of retail operations, customer service standards, and adult learning principles.
• Experience in developing and delivering learning programs using classroom, digital, and on-the-job learning methodologies.
• Strong stakeholder management, communication, and presentation skills.
• Ability to analyze learning effectiveness and translate insights into actionable improvement plans.
• Coaching, mentoring, and feedback skills with the ability to build relationships across multiple stakeholders.

Salary and Other Benefits:

Salary: Negotiable

Other benefits: Provident Fund, Gratuity, Festival Bonus, Yearly Performance Bonus, Health & Life Insurance, etc.

Application Deadline: September 1, 2026

BRAC believes that everyone we work with including our staff, programme participants, partners, and the communities have the right to be protected from all forms of harm, abuse, neglect, harassment, and exploitation including sexual exploitation and abuse (SEA). We uphold human dignity and inclusion for all, regardless of age, race, religion, gender, disability, ethnic origin, or socio-economic condition. We are an equal opportunity employer. We especially encourage those who have shown resilience—who have faced personal struggles, bounced back, and kept pushing forward—to apply.