Retail Training Manager (Mobile Experiences)

Position Summary

Position Purpose
Lead the strategic design and execution of nationwide field force learning and capability-development programs across all MX Retail channels. Translate business, product, retail, and channel priorities into scalable learning solutions that strengthen product knowledge, sales capabilities, customer experience, and field execution.

Serve as the strategic subject matter expert in product knowledge, sales methodology, and learning effectiveness. The role is accountable for new product launch readiness, trainer excellence, field coaching, digital learning, and training quality, ensuring that all initiatives are aligned with local, regional, and global priorities and contribute to measurable improvements in sales behavior and sell-out performance.

Role and Responsibilities

Key Responsibilities

• Strategic Training & Capability Planning: Develop and execute the annual field force training strategy and capability-development roadmap in alignment with business objectives, product plans, channel priorities, and performance requirements.
• New Product Launch Readiness: Lead end-to-end training readiness for new product launches, including HQ/RHQ content localization, Train-the-Trainer programs, nationwide deployment, knowledge assessment, certification, and post-launch reinforcement.
• Curriculum & Content Development: Develop practical and engaging learning programs covering product knowledge, sales methodology, product demonstration, customer consultation, ecosystem selling, competitive comparison, objection handling, Pin-to-Pin Sales Talk, and relevant soft skills.
• Channel-Specific Learning: Customize training content and delivery methods for different channels and target audiences, including Product Consultants, FSMs, Shop Managers, field supervisors, internal sales teams, dealers, and business partners.
• Trainer Leadership & Certification: Lead and develop the training team, establish trainer competency and certification standards, conduct calibration sessions, evaluate trainer performance, and build succession and backup capability.
• Training Needs & Performance Analysis: Analyze sales results, field performance, market trends, competitor activities, customer feedback, and stakeholder requirements to identify capability gaps and recommend appropriate learning solutions.
• Field Coaching & Quality Assurance: Conduct regular field visits, store observations, coaching sessions, knowledge audits, and sales-behavior assessments to ensure consistent execution and effective application of learning at store level.
• Learning Effectiveness & Business Impact: Measure and report training effectiveness through participation, completion, knowledge improvement, retention, behavioral application, recommendation quality, customer experience, conversion, product mix, attachment rate, and sell-out performance.
• Digital Learning & Knowledge Management: Manage LMS and digital learning activities, learner records, certification databases, training libraries, knowledge repositories, and mobile learning tools to improve learning accessibility and adoption.
• Content Governance & Compliance: Ensure that all training content is accurate, up to date, properly approved, aligned with brand guidelines, and compliant with approved product claims and relevant company policies.
• Stakeholder Management: Collaborate with Product Marketing, Retail, Sales, Channel Management, HR/L&D, HQ/RHQ, dealers, agencies, and business partners to ensure effective and timely execution of training initiatives.
• Budget, Vendor & Project Management: Prepare and manage the annual training budget, control expenditures, oversee vendors and agencies, and ensure that training projects are delivered on time, within budget, and to the required quality standards.
• Continuous Improvement: Continuously improve training content, processes, tools, and delivery methods based on business results, learner feedback, field insights, and developments in technology and learning practices.
• Additional Responsibilities: Support management and supervisors with other relevant responsibilities and business priorities as assigned.

Skills and Qualifications

Required Qualifications

• Bachelor’s degree in Business Administration, Marketing, Human Resources, Education, Communications, or a related field.
• Minimum 7 years of experience in sales training, product training, retail capability development, or a related function.
• At least 3 years of experience in trainer leadership, people management, or leading nationwide or multi-regional training programs.
• Proven experience in new product launch training, Train-the-Trainer programs, trainer certification, field coaching, and learning evaluation.
• Experience in smartphones, consumer electronics, telecommunications, technology retail, FMCG, or consumer goods is strongly preferred.
• Strong understanding of retail operations, sales processes, customer consultation, and field force management.
• Sound knowledge of adult-learning principles, instructional design, facilitation, coaching, and blended-learning approaches.
• Ability to quickly understand complex products and technologies and translate them into simple, customer-focused sales messages and practical learning content.
• Strong analytical and commercial skills, with the ability to connect capability gaps and learning outcomes to field and business performance.
• Experience with LMS, digital learning platforms, learner databases, and training analytics.
• Demonstrated ability to manage multiple projects, budgets, vendors, and cross-functional stakeholders effectively.
• Proficiency in Microsoft PowerPoint, Excel, Word, and relevant reporting or data-visualization tools.
• Good command of spoken and written Thai and English, with the ability to conduct presentations, participate in regional meetings, and localize English training materials for the Thai market.

·        Willingness and ability to travel nationwide and support critical training or product launch activities outside normal working hours when required.

* Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here.