Customer Service Experience Lead (Hospitality)

Dante Personnel; Gauteng; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading recruitment agency is seeking a Training and Service Excellence Leader in South Africa to manage a national team and implement effective training strategies. The ideal candidate will have extensive experience in customer experience and leadership roles, capable of aligning training initiatives with business objectives. This high-level role promotes a customer-first culture and demands effective collaboration across various teams to enhance service delivery.

Qualifications

• 5+ years of experience in national training, customer experience, or service excellence roles.
• Ability to lead and inspire a team of training and service professionals.
• Experience in designing and executing national training strategies.

Responsibilities

• Align team objectives with business strategy and EXCO directives.
• Ensure compliance with relevant laws and standards.
• Report directly to the EXCO on training outcomes and customer experience metrics.

Skills

Leadership

Customer Experience Management

Training and Development

Team Collaboration

Service Excellence

Education

Bachelors Degree or Diploma in Customer Service, HR, Hospitality, or related field

Job description

Minimum requirements

• Bachelors Degree or Diploma in Customer Service, HR, Hospitality, or related field


• 5+ years experience in national training, customer experience, or service excellence roles


• 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


• Design and execute national training strategies across all Woolworths Café, Cart and Cart Plus formats


• 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


• 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


• 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


• 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

Consultant : Vonne Scholtz - Dante Personnel Pretoria Silver Lakes