Job Description

Brand Vacancy title Service & Training Manager (MY & SG) Ref 20990 Function Sales Asia City Petaling Jaya Salary Competitive Closing date 01/12/2025 Description
Triumph is one of the world's largest intimate apparel companies. It enjoys a presence in over 80 countries with the core brands Triumph and sloggi. Globally, the company serves 20,000 wholesale customers and sells its products in more than 2,300 controlled points of sale as well as via several own online shops. The Triumph Group is a member of the amfori Business Social Compliance Initiative (amfori BSCI).
Learn more about Triumph on:
www.triumph.com
www.facebook.com/Triumph/
www.instagram.com/Triumph/
www.linkedin.com/company/triumph-international/
Our Sales Department in Petaling Jaya is looking for an experienced retail service & training professional to join our commercial team as a
RETAIL TRAINING MANAGER MY SG
Purpose of the Job
Responsible for assessing total company training requirements and recommend/create/deliver programs to meet career development needs. Special focus towards sales and customer service training and implementation of initiatives/training interventions in support of Go-Consumer strategy.
General Duties & Responsibilities

• Collaborate closely with the Head of Service & Training Asia to develop training content for seasonal product launches, soft skills (e.g., retail fitting, additional selling services, CRM approach), and induction programs.
• Customize and adapt regional training content based on local merchandise and frontline competencies. Assess training needs and develop quarterly, half-yearly, and annual training plans. Deliver training through classroom sessions, virtual platforms, and in-store formats.
• Liaise with the Buying & Merchandising Manager to localize regional training materials and ensure product training supports frontline learning, focusing on consumer engagement and product USP/FAB for both new and existing products.
• Monitor BA learning progress through the microlearning platform. Ensure follow-up and completion rates meet or exceed expectations in alignment with regional timelines and business priorities.
• Lead the development and maintenance of personal development plans for the BA organization, incorporating skill gap analyses and training reports.
• Oversee and regularly engage with the retail team to track Retail Shop Conversion and CRM Member Acquisition Rate performance, comparing MY/SG results against regional benchmarks.
• Align training initiatives with business objectives by connecting consumer buying behavior and BA selling strategies. Collaborate with brand, marketing, VM, retail, operations, and e-commerce teams across all brand campaigns and initiatives.
• Provide ongoing coaching to retail staff, addressing areas of improvement identified through consumer feedback and experience surveys.
• Serve as the main contact for all consumer feedback related to service (via phone, website, or letter). Ensure timely and positive resolution of cases in collaboration with relevant departments. Develop and enhance the Consumer Complaint SOP to meet both consumer and company needs, and ensure its deployment across the organization.
• Organize and conduct consumer workshops and events as needed to support brand launches or trade-related activities.
• Source, plan, and coordinate with external training providers for approved programs. Review training evaluations and track progress.
• Develop recommendations and secure funding/resources for training initiatives through the annual budget planning process with Management/HRDF. Monitor actual spending to ensure alignment with approved budgets, including uniform planning and budgeting for the BA organization.
• For Singapore, ensure compliance with Retail PWM training requirements for all resident retail workers.

Additional Support to E-commerce Team

• Collaborate with the E-commerce and retail teams to support the omni-channel strategy.
• Act as the main contact for all MY customer inquiries.
• Familiarize with platforms such as Shopify, Intercom, and Memberson CRM to respond to consumer inquiries.
• Support after-sales service processes including product exchanges/returns and the implementation of the Own Shop Click & Collect system.

Your ideal profile:

• Strong passion for coaching and developing people, with a learner-centric mindset and a drive to elevate frontline performance.
• Minimum 5 years of experiencein training or related roles supporting frontline selling teams. Proven ability to conduct various training formats, including 1:1 consultative sales training, classroom sessions, and large-scale trainings both Online and Offline.
• Experience in the retail and/or fashion-related industryis highly preferred.
• Skilled in localizing training guidelines from Regional HQ and implementing programs tailored to market needs. Able to assess training needs and develop structured plans (quarterly, half-yearly, yearly).
• Demonstrated ability to work effectively with HR, Finance, Sales Operations, and Marketing teams to plan and manage training rosters and align with business priorities.
• Highly organized and detail-oriented, with a strong understanding of compliance requirements in Malaysia and Singapore related to training documentation and execution.
• Fluent in Bahasa Malaysia, English, and spoken Mandarin(reading/writing Mandarin not required).
• Based in Petaling Jaya and able to travel occasionally to conduct training.

We offer:
You will never walk alone
As a family owned business with more than 135 years of experience, Triumph embraces diversity throughout our global organization. Currently, our offices are present in over 40 countries across Europe and Asia having many international teams collaborate together every day. Guiding our corporate behaviors are respect and value for our employees, but also Collaboration as one of our key Corporate Competencies, being a core part of our every day working environment.
Make a Difference, together
The future belongs to our children. At Triumph, we want to be proud of our commitment to building a sustainable society and protecting the environment, and we work everyday to ensure our products are manufactured in an sustainable way. This is our vision: We want to be a company that is characterized by responsible leadership and consideration for future generations and that cares for the legacy that we leave behind to our children.
Putting People at the center
At Triumph we are committed to our employees, they represent the foundation for our success. This means that as a company, we are driven to offer great career opportunities in a dynamic fast-paced organization. Our HR function across the globe strives to support our employees in their development, through our Triumph Learning Academy
We continuously strive to recruit new talent, offering them one of the textile industry's most international working environments, excellent conditions and great development opportunities in a company still owned and managed by the founding families. Our headquarters employs people from more than 30 nationalities and as a European company, we are present in many key markets in Europe, like Germany, Italy, France and growing in Eastern Europe. We are proud to have become one of the leading players in Asia very early on, in countries like Japan, China and Singapore, as well as being an employer that people aspire to work for. As a company serving women, we fundamentally believe in gender equality and diversity. Women make up more than 50% of our company's workforce. In the last years, we have had a specific and successful drive to increase the number of women in management.
If you are seeking a great opportunity to develop your career, please send us your CV in English by clicking on Apply.

Skills Required