Job Description

 Staff Training & Onboarding

• Conduct onboarding training sessions for new retail staff.
• Prepare and maintain basic training materials for store teams.
• Train staff on company background, store SOP, product knowledge, customer service standards, selling skills, and grooming guidelines.
• Ensure new staff understand store daily operations, cashier process, product categories, and customer handling expectations.
• Follow up with store managers on new staff performance after onboarding training.

Product Knowledge Training

• Train store teams on IP brands, character stories, product features, pricing, promotion mechanics, and best-selling products.
• Prepare simple product briefing notes for new launches, campaign items, and seasonal products.
• Work closely with Brand & Merchandise Team to update store teams on new arrivals and key selling points.
• Ensure retail staff can confidently explain products and promotions to customers.

Customer Service & Selling Skills

• Train staff on greeting customers, product recommendations, upselling, cross-selling, and closing sales techniques.
• Improve staff confidence in handling customer enquiries, complaints, exchanges, and service recovery situations.
• Support training preparation for festive campaigns, retail events, pop-up stores, and seasonal promotions.
• Prepare simple selling scripts and customer service guidelines for store teams.

Store SOP & Operation Training

• Train store teams on opening and closing procedures, POS processes, and daily operational routines.
• Support training on stock receiving, replenishment, stock checking, display maintenance, and daily reporting.
• Ensure store staff follow cleanliness, grooming, service, and display standards.
• Work closely with Retail Operations Team to improve store discipline and execution quality.

Performance Monitoring & Skill Development

• Visit stores to observe staff performance, customer interaction, and service standards.
• Provide feedback and improvement recommendations to retail teams.
• Identify training gaps and propose suitable training plans.
• Support store managers in coaching underperforming staff.
• Track training attendance and monitor staff progress.
• Recommend skill development plans for senior staff, supervisors, and store managers.

Campaign & VM Briefing Support

• Brief store teams on campaign mechanics, promotional details, product focus, and visual merchandising direction.
• Ensure staff understand campaign objectives and product focus areas.
• Work closely with VM and Merchandise Team to ensure approved display standards are maintained.
• Support store-level campaign execution and retail readiness before launches.

Internal Coordination

• Coordinate with Store Managers, Retail Operations Team, Brand & Merchandise Team, VM Team, Marketing Team, HR Team, and Warehouse & Inventory Team
• Follow up on training schedules, campaign briefing, onboarding activities, and store execution support
• Ensure all training-related activities and store communication are completed on time

Job Requirements

• Minimum Diploma or Bachelor’s Degree in Retail Management, Human Resource Development, Business Administration, Marketing, Training & Development, or related field.
• Minimum 1 – 3 years of working experience in retail training, retail operations, store supervision, customer service training, or people development.
• Good communication, presentation, and interpersonal skills.
• Able to train, guide, and motivate retail staff from different levels.
• Good understanding of customer service, selling skills, and retail store operations.
• Able to prepare simple training materials using PowerPoint, Canva, Google Slides, or similar tools.
• Organized, patient, hands-on, and people-oriented.
• Willing to travel to retail stores for training sessions and store visits when required.
• Able to work in a fast-moving retail and event environment.

Work availability location : Penang & Selangor

Skills