National Customer Experience & Training Manager

About the position

National Customer Experience & Training Manager
Centurion

Minimum Requirements

• 5+ years' experience in national training, customer experience, or service excellence roles.
• Tertiary qualification
• Proven ability to lead teams (10+ people) at multiple levels.
• Track record in developing, implementing, and measuring training and customer experience programs.
• Strong understanding of South African labour and skills legislation.
• Excellent written and verbal communication.
• Strong leadership, coaching, and stakeholder management skills.
• Valid driver's license with willingness to travel nationally.

Overview of position

Leadership & Team Management

• Lead, inspire, and manage a national team of 8 training and service professionals.
• Align team objectives with business strategy and EXCO directives.
• Ensure training initiatives are filtered into stores effectively through workshops, digital platforms, and in-store coaching.
• Foster collaboration between regional trainers, managers, and support teams to ensure consistency.

Training & Development

• Design and execute national training strategies across all outlets.
• Conduct gap analyses to identify training needs and implement new programs.
• Enhance existing manuals, SOPs, and develop e-learning and blended training solutions.
• Provide coaching support for managers and leaders to reinforce service standards.
• Ensure compliance with the Employment Equity Act, Skills Development Act, WSP, ATR, and SDL.

Customer Experience & Complaint Management

• Lead the national complaints and customer feedback program, ensuring timely resolution.
• Identify trends and design training or service improvements to address recurring issues.
• Develop service recovery strategies that build loyalty and protect brand reputation.
• Promote a customer-first culture that permeates every store.

Service Excellence & Innovation

• Partner with cross-functional teams to create and deliver customer experience initiatives.
• Implement service audits and mystery shopper programs to monitor quality.
• Launch reward and recognition programs tied to service excellence KPIs.
• Benchmark against global service standards to drive continuous improvement.

Reporting & Stakeholder Engagement

• Report directly to the EXCO on training outcomes, KPIs, and customer experience metrics.
• Present insights, gap analyses, and improvement recommendations at board level.
• Manage the national service training budget and ensure cost-effective implementation.
• Ensure consistent rollout of training and service initiatives nationwide.

Desired Skills:

• training
• customer experience
• hospitality
• retail
• food & beverage