Customer Service Experience Lead (Hospitality)

• Bachelor’s 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

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