Key Responsibilities and Required Skills for Retail Learning & Development Partner

🎯 Role Definition

As a Retail Learning & Development Partner you will design, deliver and optimize learning solutions that drive frontline performance, improve customer experience and accelerate commercial results. You will partner closely with retail leadership, operations, HR business partners and central functions to translate business priorities into measurable learning programs, blend digital and classroom delivery, and embed capability frameworks across stores and regions.

📈 Career Progression

Typical Career Path

Entry Point From:

Retail Trainer or Store Trainer
HR Business Partner (with L&D focus)
Learning Consultant or Instructional Designer
Store Manager / Area Manager transitioning to L&D

Advancement To:

Senior Learning & Development Partner
Regional Training Manager / Head of Retail Training
Learning & Development Manager / Director
Talent & Capability Lead for Retail Operations

Lateral Moves:

Talent Development Specialist
Operations Excellence / Store Operations Manager
HR Business Partner (Retail)
Change Management Consultant

Core Responsibilities

Primary Functions

Conduct comprehensive training needs analyses across retail stores and channels by collecting qualitative and quantitative data (observations, performance metrics, stakeholder interviews) to prioritize learning interventions tied to revenue, retention and service KPIs.
Design and implement end-to-end learning solutions — including onboarding, foundational retail skills, customer experience, selling skills, visual merchandising, and role-specific processes — using blended learning approaches (e-learning, classroom, on-the-job, microlearning).
Create high-quality learning content and curricula using instructional design best practices (ADDIE/Agile), learning objectives aligned to competencies, storyboards, facilitator guides, participant materials and assessments.
Develop and manage e-learning modules and microlearning assets using authoring tools (e.g., Articulate Storyline, Rise, Captivate) and ensure mobile-first design for in-store accessibility.
Lead the rollout and administration of the Learning Management System (LMS) for retail users: upload courses, configure user groups, assign learning paths, track completions and troubleshoot learner access.
Build and maintain competency frameworks and role profiles for frontline and leadership positions; map training paths to competencies and performance indicators.
Design and deliver leadership and manager development programs to improve coaching, performance conversations, store execution and team engagement at the store and regional levels.
Create and run train-the-trainer and certification programs to scale capability with regional trainers, store champions, and managers while ensuring consistent course delivery and quality assurance.
Partner with store operations and commercial leaders to align training priorities with product campaigns, seasonal peaks and promotions, creating rapid deployment learning for new product launches and promotions.
Facilitate instructor-led training and virtual workshops, applying adult learning principles and strong facilitation techniques to maximize transfer of learning to the workplace.
Establish and report on learning metrics and ROI (completion rates, assessment scores, behavioral change, store performance improvements), using dashboards and insights to iterate on learning design.
Conduct pilot programs and A/B testing of learning approaches, measure impact and scale successful interventions while retiring ineffective or low-ROI content.
Manage external vendor relationships and third-party training suppliers — scope projects, negotiate contracts, ensure deliverables meet learning and brand standards and monitor budget adherence.
Collaborate with HR, Talent Acquisition and Operations on onboarding programs, ensuring new hires receive a consistent and accelerated ramp-up experience and that critical compliance training is completed.
Implement performance support tools (checklists, job aids, point-of-need videos, in-store huddles) to reinforce learning and support application during shifts.
Lead change management for new operating models, digital tools or merchandising systems by creating stakeholder-specific training plans, communication assets and adoption metrics.
Drive continuous improvement by collecting learner feedback, store leader input and operational data to update content, optimize delivery modalities and reduce time-to-proficiency.
Coordinate scheduling and logistics for classroom sessions, virtual cohorts and in-store training while minimizing business disruption and maximizing coverage.
Champion diversity, equity and inclusion principles in all learning content and delivery methods to ensure accessibility and relevance across the retail workforce.
Provide hands-on coaching and shadowing for store managers and trainers to embed best practices, improve selling behaviors and resolve performance gaps.
Maintain compliance training programs for regulatory, safety and operational standards, ensuring timely updates and reporting for audits and internal governance.
Forecast and manage L&D budgets for retail training initiatives, including materials, technology, travel and vendor fees, and provide regular spend vs. impact analysis.

Secondary Functions

Support ad-hoc learning requests from cross-functional stakeholders, including bespoke microlearning or quick reference materials for store teams.
Contribute to the organization’s broader talent strategy by advising on succession planning, talent reviews and career pathing influenced by learning outcomes.
Collaborate with digital/product teams to integrate learning prompts, in-app guidance and performance nudges into retail tools (POS, inventory apps).
Participate in cross-functional project teams (store openings, system implementations, brand refreshes) to provide training expertise and ensure readiness.
Maintain a library of up-to-date training resources, recorded sessions, and e-learning assets for on-demand consumption by store teams.
Facilitate regular L&D governance meetings with store leadership to update on program adoption, performance lifts and priority adjustments.
Support measurement and analytics projects by providing training-related data and helping define learning success criteria for pilots and initiatives.
Mentor junior L&D specialists and trainers, providing feedback on course design, facilitation and stakeholder management skills.

Required Skills & Competencies

Hard Skills (Technical)

Learning Needs Analysis — ability to translate business performance gaps into prioritized learning interventions using data and stakeholder input.
Instructional Design — proficiency with ADDIE/Agile approaches, learning objectives, assessments and curriculum mapping.
LMS Administration — experience configuring users, uploading content, assigning learning paths and reporting completions in enterprise LMS platforms.
E-learning Authoring — hands-on with tools such as Articulate Storyline/Rise, Adobe Captivate, or similar to create interactive modules.
Virtual Facilitation Tools — skilled using Zoom, Teams, Miro, or equivalent platforms to deliver engaging virtual workshops.
Learning Analytics — ability to create dashboards, interpret training KPIs and connect learning outcomes to business metrics.
Content Production — basic audio/video editing for microlearning and in-store video resources (Camtasia, Premiere Rush or similar).
Project Management — plan and deliver training projects on time and on budget using Agile or hybrid methodologies.
MS Office / Google Workspace — advanced skills in Excel/Sheets for data analysis and PowerPoint/Slides for executive reporting.
Vendor Management — scope, negotiate and oversee external suppliers and training partners.
Compliance Training Management — track regulatory training requirements and maintain audit-ready records.
Performance Support Tools — design job aids, checklists and quick reference materials optimized for retail environments.

Soft Skills

Strong stakeholder management and influencing skills with regional and store leadership.
Excellent facilitation and presentation skills for groups of varied size and background.
Coaching and mentoring capability to develop store leaders and trainers.
Commercial mindset — ability to prioritize learning that delivers measurable business impact.
Adaptability and resilience in high-paced retail and peak-season environments.
Detail-oriented with strong organizational and time-management abilities.
Effective written communication for job aids, e-learning scripts and executive summaries.
Collaborative team player who can work cross-functionally with HR, Ops, Merchandising and IT.
Continuous improvement orientation and curiosity for testing new learning technologies.
Empathy and cultural awareness to design inclusive learning experiences for diverse frontline teams.

Education & Experience

Educational Background

Minimum Education:

Bachelor's degree in Human Resources, Education, Business, Organizational Development, Instructional Design or a related field.

Preferred Education:

Master's degree or advanced certification in Learning & Development, Instructional Design, Organizational Psychology, or HR.
Certifications such as CPLP, ATD Certification, or L&D specific credentials are advantageous.

Relevant Fields of Study:

Human Resources / Organizational Development
Instructional Design / Educational Technology
Business Administration / Retail Management
Psychology / Adult Learning

Experience Requirements

Typical Experience Range:

3–7 years experience in retail training, learning & development, or talent development with direct exposure to frontline/store environments.

Preferred:

5+ years of progressive retail L&D experience including design and delivery of store-level programs, LMS administration, and measurable business impact.
Demonstrated experience working cross-functionally with operations, HRBP and commercial teams; proven success in fast-paced retail or hospitality environments.