Learning Design & Digital Manager

The Learning Design & Digital Manager is responsible for designing and scaling an integrated learning ecosystem that combines digital, classroom, and on-the-job training to build operational and leadership capabilities across the store network.
This role ensures training programs are standardized, scalable, and aligned with business priorities, with a focus on strong learning adoption, a ready talent pipeline for expansion, measurable improvements in operational consistency, customer experience and sales performance, and high-performance standards aligned with Highlands Coffee service expectations.

Key Accountabilities:
Learning Design & Curriculum Architecture

• Lead the design and continuous enhancement of end-to-end learning journeys across all store roles, ensuring clear progression and readiness at each level.
• Establish and maintain standardized curriculum, competency frameworks, and certification approaches to ensure consistency and scalability.
• Partner with Operations to identify capability gaps and translate business priorities into structured, role-based learning solutions.
• Ensure all learning programs are practical, operations-driven, and aligned with store realities, supporting performance in high-volume environments.

Digital Learning & Platform Enablement

• Lead the development, implementation, and continuous enhancement of the digital learning ecosystem (LMS) to enable scalable and effective capability building across the network.
• Develop and structure integrated learning pathways and digital content that support both product and service capabilities
• Monitor adoption of digital learning by embedding it into day-to-day operations and development journeys
• Ensure a seamless and effective digital learning experience to support scalability and user engagement
• Establish and govern digital learning standards, ensuring consistency and quality across all programs and platforms
• Continuously optimize and evolve the LMS to improve user experience, system functionality, and digital learning scalability.

Learning Performance & Continuous Improvement

• Define and manage a learning performance framework that links training initiatives to business outcomes and operational KPIs.
• Drive, monitor, and assess effectiveness at scale, identifying performance gaps, risk areas, and opportunities for improvement.
• Ensure disciplined completion of digital & in-store training programs across the network, reinforcing adherence to training plans and store-level accountability.
• Develop and manage structured metrics, dashboards, and reporting mechanisms to monitor training performance and capability readiness (e.g. completion, certification, role readiness) and drive timely actions & follow-through to ensure completion, capability readiness, and sustained performance improvement.
• Establish mechanisms to measure and ensure training effectiveness by leveraging multiple data sources (e.g. mystery shopper, customer feedback, store audits, sales performance), driving observable improvements in employee mindset, behaviors, and on-the-job performance.
• Establish continuous improvement mechanisms to refine learning programs and drive measurable impact on operational and business performance.

• 07+ years of experience in Learning & Development, preferably in Retail / F&B/ QSR or large frontline workforce environments.
• Proven experience in learning design and curriculum development for operational roles.
• Hands-on experience in digital learning and LMS implementation/ management.   
• Strong knowledge of instructional design and curriculum architecture.
• Knowledge of designing integrated learning solutions (blended learning, role-based pathways, on-the-job development).
• Ability to translate business needs into structured, scalable learning solutions.
• Experience using data and performance metrics to evaluate learning effectiveness.
• Business acumen with ability to translate priorities into actionable learning initiatives
• Analytical thinking for identifying capability gaps and defining solutions
• Project management with strong planning, execution, and follow-through
• Stakeholder management, influencing, and cross-functional collaboration skills to drive alignment and execution, especially with Operations leaders
• Design thinking for developing practical, learner-centric solutions
• Strong ownership mindset with focus on outcomes and impact
• Adaptability to operate effectively in a fast-paced, high-growth environment
• Continuous improvement mindset, leveraging data and feedback