Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country’s largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

Why this role is important

Loblaw Companies Limited is seeking a strategic and results-oriented Manager, Training Delivery & Performance to elevate the learning experience for our contact centre colleagues. This critical role is responsible for ensuring the consistent delivery of high-quality, impactful training across our diverse lines of business, including Loblaw and Shoppers Drug Mart Retail, PC Optimum, and Loblaw Digital. You will play a pivotal role in optimizing training effectiveness, driving performance, and fostering a culture of continuous improvement across our extensive contact centre network, including our vendor partners.

Reporting to the Senior Manager, Contact Centre Learning & Development, you will lead the charge in assessing and enhancing training facilitation standards, analyzing performance data, and overseeing the continuous evolution of our training curriculum. This role involves significant collaboration with internal stakeholders and external vendor partners across multiple geographies, ensuring our training deployment is both effective and scalable. The ability to travel frequently (up to 50% of the time) to support our contact centres and partners is essential.

What You’ll Do

• Training Quality & Oversight: Lead the observation and evaluation of training facilitation across all programs, ensuring strict adherence to established standards, methodologies, and learning objectives. Provide targeted, constructive feedback and coaching to trainers to foster continuous improvement.
• Performance & Data Analytics: Generate data-driven insights by overseeing and reporting on key performance indicators (KPIs). Analyze training effectiveness and impact data, identifying key trends, and proactively addressing training gaps to enhance colleague performance, retention, and development.
• Curriculum & Program Management: Lead the strategic oversight and execution of annual reviews for all training programs, ensuring content and delivery methods are continuously aligned with organizational goals, industry best practices, and evolving business needs.
• Stakeholder Collaboration & Reporting: Cultivate strong relationships with internal and external stakeholders, including vendor partners, to ensure seamless and effective training deployment. Prepare and present comprehensive reports on training performance, facilitator effectiveness, and program impact to senior leadership, influencing strategic decisions.
• Learning Technology & Innovation: Serve as the primary administrator and subject matter expert for all learning tools, including rapid development platforms and the Centre of Excellence’s Learning Management System (LMS) - Axonify. Stay at the forefront of Learning & Development best practices, emerging technologies, and innovative applications, recommending and implementing solutions for continuous improvement and enhanced effectiveness.

What You Bring

• A minimum of 5-7 years of progressive experience in Learning & Development, with at least 3 years in a leadership or management role, specifically overseeing training facilitation, evaluating program effectiveness, and driving performance improvements within a complex organizational structure.
• Demonstrated expertise in guiding the development and evaluation of diverse learning content for various audiences and delivery modalities (e.g., ILT, VILT, eLearning, blended learning).
• Extensive knowledge and practical application of adult learning principles and instructional design methodologies across in-class, virtual instructor-led (VILT), asynchronous eLearning, and blended learning environments.
• Exceptional interpersonal, communication (verbal and written), and presentation skills, with a proven ability to strategically influence and collaborate effectively with diverse stakeholders, from frontline trainers to senior leadership.
• Proven ability to thrive in a fast-paced, dynamic environment, managing multiple projects and shifting priorities with strong organizational and time management skills.
• Proficiency and administrative experience with rapid eLearning authoring tools (e.g., Articulate 360, Vyond) and Learning Management Systems (e.g., Axonify), including the ability to leverage them for content quality assurance and deployment.
• Post-Secondary Degree/Diploma specialization in Adult Education or a related field.
• CTP/CTDP certification or equivalent.
• Knowledge of Loblaw Companies Ltd businesses and operations.
• Proficiency in Salesforce.
• Previous experience in contact centre operations.
• Familiarity with or experience exploring specific AI platforms and tools relevant to enhancing instructional design, personalized learning experiences, or performance analytics within an L&D context.

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

Hiring Range / Échelle salariale à l’embauche :$80,000.00 - $110,000.00 / 80.000,00$ - 110.000,00$ (per year / par an)A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for a newly created position. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste nouvellement créé. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

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