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Customer Experience & Training Manager

Customer Experience & Training Manager

Kontak RecruitmentCenturion, Gauteng, South Africa
23 days ago
Job description

Customer Experience & Training Manager – Centurion.

Set and scale national service standards across a multi-site café / food retail environment. Lead a countrywide training and coaching function, turn customer feedback into measurable improvements, and embed a consistent, premium experience at every touchpoint.

Partner with operations, food safety, beverage and culinary teams to lift service satisfaction ratings, shrink complaint cycles, and build a recognisable service culture.

Salary : R55 000 to R60 000 per month.

Minimum Requirements :

  • Degree / Diploma in Customer Service, HR / Learning and Development, Hospitality, Business, Operations.
  • 5+ years in national training, customer experience, or service excellence roles within hospitality / retail / FMCG / service environments.
  • Proven leadership of multi-level teams (±10+ people) and delivery through regional stakeholders.
  • Strong track record designing, rolling out, and measuring training & customer experience programmes at scale.
  • Solid understanding of SA labour / skills legislation (EEA, SDA, WSP / ATR, SDL) and compliance.
  • Exceptional communication, coaching, and stakeholder management skills.
  • Analytical, data-driven decision-maker; comfortable with LMS / online learning and customer experience / feedback tools.
  • Valid driver’s licence and own vehicle – willingness for frequent national travel.

Duties and Responsibilities :

  • Leadership & Team Enablement

    • Lead and develop a national team of trainers / specialists; set goals, rhythms, and standards.

  • Translate executive priorities into regional plans with clear deliverables and accountability.
  • Drive cross-functional alignment with operations, QA / food safety, beverage and culinary leads.
  • Training & Capability Build

    • Own the national service curriculum : gap analysis, content design, SOPs, and updates.

  • Blend delivery methods (workshops, in-store coaching, digital / e-learning) for scale and consistency.
  • Coach managers / leaders to role-model service behaviours and embed standards in daily routines.
  • Ensure legislative and skills-development compliance across all learning activities.
  • Customer Experience & Recovery

    • Run the centralised complaints / feedback process; ensure rapid resolution within SLAs.

  • Analyse trends to address root causes and convert insights into training or process changes.
  • Design service-recovery playbooks to protect loyalty and brand reputation.
  • Service Excellence & Innovation

    • Implement audit / mystery shopper programmes and close the loop with targeted actions.

  • Launch recognition programmes tied to service KPIs to reinforce desired behaviours.
  • Benchmark against leading local / global standards and pilot at least 3 customer experience innovations annually.
  • Reporting, Governance & Budget

    • Report to executive leadership on coverage, adoption, customer sentiment scores, service satisfaction ratings, complaint metrics, and ROI.

  • Manage the national customer experiences / training budget and optimise cost-to-impact.
  • Assure consistent rollout and sustainment across all formats and regions.

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    Training Manager • Centurion, Gauteng, South Africa