Learning & Development Executive

Job Summary

We are looking for a Learning & Development Executive to support our bakery outlets by ensuring our frontline staff deliver friendly, efficient and consistent customer service. The role will be responsible for training, coaching and guiding frontline staff on customer service, product knowledge, sales techniques and service standards. The position will also work closely with Area Manager to identify areas for improvement and maintain positive customer experience.

Key Responsibilities:

Staff Training & Development

☑ Conduct onsite/ in-house customer service training for new and existing staff.

☑ Train staff on customer greetings, communication, product recommendations and handling customer enquiries.

☑ Coach staf on upselling and cross-selling of bakery products, promotions and seasonal items.

☑ Assess staff performance and provide constructive feedback.

Customer Service & Outlet Monitoring

☑ Ensure frontline staff provide friendly, professional and efficient service.

☑ Guide staff on handling customer feedback, complaints and difficult situations professionally.

☑ Conduct regular outlet visits to observe service standards, staff presentation, communication and customer interactions.

☑ Work with Area Managers on corrective actions and service improvements.

Customer Experience & Service Quality

☑ Coordinate regular customer experience assessments across bakery outlets, including the use of Mystery Shoppers.

☑ Develop simple evaluation criteria covering service attitude, product knowledge, recommendation, staff grooming and overall shopping experience.

☑ Engage and coordinate suitable Mystery Shoppers to conduct outlet visits and provide objective feedback.

☑ Recognize good service practices and share positive examples across outlets.

☑ Use customer feedback and service assessments findings to identify training needs and coaching opportunities for frontline staff.

Monitoring & Reporting

☑ Prepare weekly/ monthly customer service and training reports for Management.

☑ Maintain training records, schedules, outlet observation reports and Mystery Shopper results.

☑ Track staff and outlets requiring further coaching on improvement.

☑ Assist in developing training materials, checklists and service guidelines.

SOPs & Service Standards

☑ Develop SOPs covering areas such as staff attire, grooming, customer service etiquette and complaint handling.

☑ Ensure service standards are communicated and consistently implemented across outlets.

Job Requirements:

Min. 3-4 years of experience in Learning & Development, training, or a similar role.

Experience in F&B, bakery, retail is preferred.

Experience in staff training, coaching is an advantage.

Good communication and interpersonal skills.

Patient and confident when training frontline staff.

Positive, approachable and able to motivate staff.

Good understanding of customer service and retail operations.

Able to conduct practical, hands-on training in a bakery outlet environment.

Willing to travel across outlets.

Able to work on weekends and public holidays.