Centurion: Customer Service Experience Lead (Hospitality)

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