National Customer Experience & Training Manager (JB5607)
- Centurion, Gauteng
- Permanent
- Full-time
Centurion, Gauteng (National travel)
R 55 - 60 000 CTC per month
Additional: Company cell, fuel allowance and provident fund
PermanentSet 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.Kontak Recruitment Disclaimer:
Equal opportunity: All backgrounds are welcomed, with no bias. All are considered based on requirements.
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