Sr. Manager, Training

Reports to: Chief Operating Manager

Location: Toronto, ON (regular travel to corporate and franchise locations required)

Position Type: Full time, salaried

Role Summary

As Sr. Manager of Training you will design, deliver and continuously improve Craig's Cookies' training and development programs for store leadership and franchise partners. You'll ensure every manager and franchisee is equipped with the operational expertise, leadership skills and brand knowledge needed to drive consistency, operational excellence and strong financial performance across all locations.

Key Responsibilities

Curriculum Development & Maintenance

• Create and update standardized training materials (onboarding, operations, product knowledge, leadership, compliance)
• Leverage adult learning principles to design engaging in person and virtual modules

Program Delivery & Facilitation

• Lead live workshops, webinars and one on one coaching sessions for store managers, assistant managers and franchisees
• Coordinate and execute quarterly "Train the Trainer" sessions for regional trainers and district coaches
• Lead all new store opens in all markets, working with staff developers to ensure all brand standards are met

Needs Analysis & Continuous Improvement

• Partner with Operations, Marketing and Franchise Development to identify skill gaps and performance shortfalls
• Collect feedback and training metrics (quizzes, surveys, store KPIs) to measure program effectiveness and iterate content

Onboarding & Certification

• Manage the end to end onboarding journey for new store leadership hires and newly awarded franchisees
• Establish and oversee certification requirements for managers (e.g., operational audit, customer service standards)

Stakeholder Engagement & Support

• Act as primary training liaison for franchisees-answer questions, troubleshoot challenges and ensure timely access to resources
• Advise senior leadership on training trends, emerging best practices and learning technology investments

Logistics & Administration

• Build and maintain a rolling training calendar, booking venues and coordinating travel where necessary
• Maintain learning management system (LMS) records, track completion rates and produce monthly training dashboards

Store Visits & Audit

• Perform regular store visits, engaging key stakeholders on brand specifications
• Perform quarterly store audits, assessing adherence to brand standards

Qualifications & Skills:

Experience:

• 5+ years in Training & Development, Learning & Development or Organizational Development-ideally within retail, hospitality or franchising
• Proven track record designing and delivering both in person and e learning programs

Technical Skills:

• Strong proficiency with an LMS (e.g., TalentLMS, Absorb, Bamboo) and MS Office suite
• Familiarity with instructional design methodologies

Interpersonal Skills:

• Exceptional presentation, facilitation and coaching abilities
• Strong relationship building skills; able to influence at all levels of the organization

Analytical & Project Management:

• Ability to analyze training data and translate insights into actionable program enhancements
• Excellent organizational skills; adept at managing multiple projects simultaneously

Requirements:

• Bachelor's degree in Business, HR, Education or related field
• Willingness to travel up to 50% of the time
• Valid Drivers License and access to reliable transportation

What sets you apart

• Certified Professional in Training & Development (CPTD) or equivalent
• Experience working within a franchise network
• Passion for Championing Brand Standards and Operational Excellence

Craig's Cookies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.