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  with version control for all training materials to prevent outdated content use.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