Role Summary:

The Training, Experience, and Engagement Manager will be responsible for building and implementing high-quality soft skills training programs for retail and head office (HO) teams, strengthening out-of-store customer service experiences (WhatsApp, calls, service portals), leading employee engagement initiatives across both retail and HO environments, and supporting the Directors/COO on key operational and special projects.

The role demands strong cross-functional collaboration, structured execution, and a focus on improving employee development, customer satisfaction, and internal culture.

Key Responsibilities:

Training and Development:

- Design, deliver, and continuously improve soft skills training programs for retail and HO teams (e.g., communication, time management, leadership development, conflict resolution, customer interaction).

- Conduct training needs analysis annually to tailor programs to evolving business needs.

- Build structured management development programs to prepare high-potential employees for leadership roles.

- Maintain an annual training calendar and ensure timely execution of sessions across locations.

- Track training effectiveness through assessments, feedback, and real-world application.

Customer Experience (Out-of-Store):

- Oversee and manage the Customer Service Portals (WhatsApp, phone calls, email/chat support) to ensure high-quality, consistent, and timely responses to customers.

- Develop SOPs and best practices for customer interactions across platforms.

- Implement technology tools to streamline customer communication workflows (CRM tools, auto-responses, ticketing systems).

- Monitor day-to-day operations of the customer service team, reviewing performance metrics (e.g., response time, resolution rate, CSAT scores).

- Conduct regular service audits and customer feedback analysis to continuously improve service standards.

Employee Engagement:

- Design and execute staff engagement programs for in-store employees and HO staff to enhance workplace morale, communication, and retention.

- Organize initiatives such as team-building activities, recognition programs, town halls, employee feedback surveys, and wellness programs.

- Work closely with Operations, HR, and Directors to ensure alignment of engagement strategies with broader organizational goals.

Operational Support and Special Projects:

- Work directly with the Directors and COO on special initiatives, including business process improvements, new system rollouts, and cross-department projects.

- Assist in research, data analysis, project management, and execution support on operational and strategic initiatives.

- Maintain documentation, updates, and progress tracking for special projects assigned.

Key Skills and Competencies:

- Strong background in training facilitation, instructional design, and adult learning methods.

- Expertise in customer service excellence, customer journey mapping, and CRM tools.

- Experience in employee engagement program design.

- Exceptional communication, influencing, and interpersonal skills.

- Highly organized, detail-oriented, and able to manage multiple priorities.

- Ability to work independently with leadership teams and cross-functional stakeholders.

- High proficiency with MS Office Suite (especially PowerPoint, Excel), CRM systems, and communication tools.