Position Responsibilities

Part 1 - Primary Roles:
1. Conduct regular outlet visitations to observe daily operations, provide on-the-job training to retail staff (baristas), assess skills and service standards, and give immediate, constructive feedback to enhance operational efficiency, product quality, and customer experience.
2. Perform Training Needs Analysis (TNA) based on insights from outlet visitation reports, identify training gaps, and coordinate with District Managers to implement targeted, region-specific interventions.
3. Support District Managers in identifying and delivering essential training to strengthen knowledge and skills across outlets.
4. Collaborate with District Managers, Subject Matter Experts, and other stakeholders to design and deliver effective training programs.
5. Conduct onboarding and practical skill assessments for new hires (Outlet Leaders), ensuring readiness for operational responsibilities.
6. Carry out monthly skill assessments to support People Promotion exercises within Retail Operations.
7. Manage and maintain training drives and digital resources according to company standards.
8. Work closely with Content Specialists to create, update, and revise training materials.
9. Prepare, maintain, and ensure all training course materials are accurate, up-to-date, and accessible.
10. Design innovative and engaging training methods to maximize learning effectiveness.
11. Evaluate training effectiveness through outlet visitations and recommend improvements, in addition to review and repair activities.


Part 2 – Secondary roles which supports the primary roles above.
1. Collaboration in training activities to enhance teamwork and productivity.
2. Providing one-on-one coaching and mentoring to outlet’s people to support their professional development.
3. Supporting the implementation of new processes, systems, or technologies by providing relevant training.
4. Supporting the design and delivery of company-wide training initiatives and programs.
5. Stay current with operational practices to ensure successful training.

Qualification and Experience

• Strong customer service knowledge, particularly in Retail Operations, solid coffee knowledge in coffee quality and sustainability, and experience in F&B, including food safety and operations.
• Experience in Train-the-Trainer (TTT) programs, Specialty Coffee and having SCA Foundation and Intermediate certifications is an added advantage.
• Strong interest and aptitude for training and development, with the ability to design, coordinate, and deliver engaging on-site training sessions, conduct assessments, and provide constructive feedback.
• Ability to support outlet operations through coaching, skill evaluation, and guidance to improve service standards and operational efficiency.
• Foundational knowledge of the coffee industry, including preparation of coffee, tea, and specialty beverages, with enthusiasm to grow technical expertise on the job.
• Understanding of coffee quality, sustainability, and sourcing, with a passion for coffee culture and customer experience.
• Excellent communication, collaboration, and problem-solving skills, enabling effective interaction with employees, managers, and cross-functional teams.
• Strong communication, interpersonal, and leadership skills, with the ability to build relationships with employees and stakeholders.
• Knowledge of industry trends and best practices in coffee shop operations, including menu design, customer service, and store management.
• Ability to work independently, manage time effectively, and prioritize tasks to meet deadlines.
• Ability to adapt to new technologies and tools, such as training software and equipment.
• Ability to conduct performance assessments and provide constructive feedback to employees.
• Flexibility and willingness to travel to different locations to provide on-site training and support.

a Necessity, not a Luxury

  Spoken Language:  Malay, English

  Written Language:  Malay, English

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