Manager L&D (Learning Design)

Role Overview:

The Learning Design Manager Retail will design, develop, and enable high-impact learning solutions focused on store leadership capability, frontline effectiveness, and behavioral excellence. The role is responsible for creating practical, scalable, and performance-oriented learning journeys that drive improved customer experience, people leadership, and store business outcomes.

Key Responsibilities:

1. Learning Design & Instructional Expertise

• End-to-end learning design for retail capability programs using established Instructional Design models (ADDIE, SAM, Design Thinking, etc.)
• Apply adult learning principles and behavior change models to drive visible on-the-job impact in stores
• Design learning journeys for frontline staff, Store Managers, Area Managers, and Retail Support teams

2. Retail-Focused Content Development

Design and develop learning content on retail-critical behavioral and managerial competencies, including:

• Customer experience & service mindset
• Communication & interpersonal effectiveness
• People management, coaching, and feedback
• Result orientation, execution discipline, and accountability
• Collaboration across stores and support functions
• Create highly practical learning assets such as:

Facilitator and participant guides

Store-ready toolkits, checklists, job aids, and conversation guides

Scenarios, role-plays, case studies, and assessments rooted in store realities

3. Store-Centric & Blended Learning Design

• Design blended learning solutions suitable for retail operations (ILT, VILT, micro-learning, e-learning, on-the-job application)
• Ensure learning modules are time-efficient, easy to deploy, and scalable across store networks
• Partner with digital learning platforms and vendors to customize retail-relevant content

4. Stakeholder & Field Collaboration

• Work closely with Retail Operations, HR Business Partners, Regional Managers, and Subject Matter Experts
• Conduct learning needs analysis based on store performance gaps, customer feedback, and people metrics
• Act as a learning advisor to business leaders on capability building for retail scale

5. Quality, Measurement & Continuous Improvement

• Define learning success metrics linked to store KPIs (customer experience, engagement, productivity, leadership effectiveness)
• Review and refine learning programs based on store feedback and business outcomes
• Ensure consistent learning quality while allowing regional and store-level contextualization