The Learning & Development Manager will lead the design, implementation, and execution of impactful learning programs that enhance customer experience, operational excellence, and people capability across Aster Retail outlets. We are seeking a dynamic professional with a strong hotel or hospitality industry background, bringing best-in-class service training, customer engagement, and frontline capability-building practices into a fast-paced retail environment.

Learning Strategy & Execution Develop and implement a comprehensive L&D strategy aligned with Aster Retail’s business goals and customer-centric culture. Translate hospitality service excellence standards into retail pharmacy and frontline service training programs. Drive learning initiatives for store staff, supervisors, and managers across multiple locations. Training Design & Delivery Design engaging training modules covering customer service, sales effectiveness, leadership, compliance, and operational excellence. Conduct classroom, virtual, and on-the-job training sessions for frontline and management teams. Create onboarding and induction programs that ensure quick integration and productivity of new hires. Hospitality to Retail Transformation Embed hotel-style service culture, guest experience, and service recovery models into retail operations. Coach store leaders on delivering consistent, high-quality customer experiences across all touchpoints. Partner with operations to reinforce service behaviors through SOPs and daily practices. Performance & Capability Development Identify skill gaps through training needs analysis and operational feedback. Measure training effectiveness using KPIs, assessments, and post-training evaluations. Support leadership development and succession planning initiatives. Stakeholder & Vendor Management Collaborate with HR, Operations, and Business Leaders to ensure learning initiatives meet business needs. Manage external training vendors and hospitality trainers when required. Maintain training records, reports, and compliance documentation.