lavori da Quality Assurance in località Sud Africa

National Customer Experience & Training Manager (JB5607)

Centurion Gauteng (National travel)

R 55 - 60 000 CTC per month

Permanent

• Set and scale national service standards across a multi-site caf / food retail environment. Lead a countrywide training and coaching function to 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.

• 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 drivers licence and own vehicle - willingness for frequent national travel.

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

Please do not apply using scanned CVs; no supporting documentation is required at this point. This will be requested later.

Important: We specialize in specific niche fields. Regret that we are unable to provide assistance for fields outside of this scope. Fields can be viewed on our website.

• Equal opportunity : All backgrounds are welcomed with no bias. All are considered based on requirements.
• Job specifics : Requirements mirror advertisement; duties may adjust for client needs.
• Fair process : Fair assessment; only shortlisted candidates contacted due to volume.
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• Offer clarity : Advert is not a binding offer. Written offers based on pre-employment conditions.
• No direct link : Advert is not tied to Kontak Recruitment. We assist in the employment process ONLY.
• Applicant Responsibility : Upon applying confirmation of receipt for a specific advert is given. If no confirmation is received you must verify with Kontak Recruitment.

Key Skills

Anti Money Laundering,Machine Shop,B2C,Account Management,Bus Driving,Administration Support

Employment Type : Full Time

Experience : years

Vacancy : 1