Retail Academy Manager

The Academy Manager is the strategic and operational lead for the Academy in Australia, ensuring seamless execution of training programs, curriculum development, and product education for Australia and New Zealand. The position demands high visibility, proactive engagement, and consistent follow-through to build trust with stakeholders, deliver quality outcomes, and maintain program momentum. The role requires hands-on leadership, avoiding operational lapses, communication breakdowns, or last-minute crises.

Key Responsibilities

1. Strategic Leadership & Business Alignment

• Translate Australia & NZ Academy's strategic priorities into actionable learning solutions and annual training roadmaps.
• Proactively identify industry trends, competitor activity, and training innovation opportunities to keep academy ahead in capability building.
• Develop and maintain a 3-year capability development plan linked to product roadmap, dealer network needs, and market changes.
• Facilitate quarterly strategic review sessions with Academy stakeholders to align on priorities and adjust plans.
• Maintain a deep understanding of client vehicle portfolio (ICE, Hybrid, BEV) to ensure training addresses each product's unique selling propositions.

2. Stakeholder & Relationship Management

• Act as the primary MSX liaison with Australia's Brand, Marketing, Sales, Aftersales, Purchasing, and Learning & Development teams.
• Ensure weekly face-to-face or video engagement with key Academy stakeholders to maintain strong relationships and prevent surprises.
• Maintain clear, documented meeting minutes and action trackers to ensure accountability on both sides.
• Provide Academy with data-driven insights from training evaluations, dealer feedback, and performance analytics.
• Be a visible advocate for Academy within Academy AU offices, dealer network forums, and industry events.

3. Program & Curriculum Management

• Lead the end-to-end process for training program creation—from needs analysis to post-delivery review.
• Work with Academy SMEs and MSX instructional designers to ensure accuracy, relevance, and branding of all learning materials.
• Develop and enforce a content approval schedule—no curriculum to be delivered without prior Academy's sign-off.
• Maintain a central repository with version control for all training materials to prevent outdated content use.
• Build scenario-based and real-world application activities into every course to enhance learner engagement.

4. Trainer Management & Capability Development

• Maintain a bench of qualified trainers with coverage for technical, sales, aftersales, and customer experience programs.
• Implement a Trainer Readiness Certification process—trainers must demonstrate product and delivery competence before delivery.
• Conduct quarterly trainer performance reviews, including session observations and stakeholder feedback.
• Deliver bi-annual Train the Trainer (TTT) sessions for curriculum updates and facilitation skill enhancement.

5. Operational Excellence & Execution

• Maintain a rolling 12-month training calendar, published and updated monthly.
• Ensure all training logistics—venues, equipment, travel—are confirmed minimum 4 weeks prior to delivery.
• Enforce a zero last-minute cancellation policy, with contingency plans for trainer or resource changes.
• Track and manage budget performance vs. forecast, reporting variances and corrective actions monthly.
• Use a project management approach (milestones, deadlines, ownership) for all deliverables.

6. Issue Prevention, Resolution & Continuous Improvement

• Proactively identify risks (content readiness, trainer availability, stakeholder approval delays) and resolve before impact.
• Maintain a Lessons Learned Log after every major project or program to capture best practices and avoid repeat mistakes.
• Implement Post-Program Debrief Reports for Academy—highlighting successes, improvement areas, and participant feedback.
• Ensure no stakeholder complaints remain unresolved beyond 48 hours.

7. Reporting, Analytics & KPI Management

• Provide Academy with monthly KPI dashboards covering:
• Training volume delivered vs. plan
• Participant satisfaction & NPS
• Trainer performance ratings
• Curriculum delivery timelines
• Budget adherence & variance
• Present quarterly business reviews (QBR) to Academy AU & NZ with performance insights and recommendations.
• Ensure training program impact is linked to measurable dealer performance metrics.

Required Competencies

• Strategic thinking with ability to execute operationally under tight timelines.
• Exceptional interpersonal and stakeholder engagement skills.
• Strong project management discipline—able to juggle multiple priorities without loss of quality.
• Highly proactive—anticipates issues before they become problems.
• Data-driven approach to decision-making.

Mandate Expectations

• Minimum 3-4 days/week presence at Academy AU office.
• Proactive update
• Early internal deadlines
• Visible ownership
• High follow-through