Description:
National Customer Experience & Training Manager (JB5607)
Centurion, Gauteng (National travel)
R 55 - 60 000 CTC per month
Additional: Company cell, fuel allowance and provident fund
Permanent
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.
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.
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 any fields outside of this scope. Fields can be viewed on our website.
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Equal opportunity: All backgrounds are welcomed, with no bias. All are considered based on requirements.
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