Customer Experience (CX) Trainer

• Ensure strict adherence to company policies and procedures on training delivery and client engagement, including training content development standards and approval of training material
• Design and develop Customer Experience training content and materials that meet client and market needs
• Deliver CX training sessions competently, with eloquence and command of the room
• Ensure training material reflects current CX best practice and is fit for client needs
• Prepare training reports and proposals following each client engagement
• Support growth of the company's customer base through training engagements, proposals and client relationships
• Contribute to improved sales performance and customer retention through high-quality training delivery
• Ensure seamlessness across client touch points from start to finish
• Submit monthly reports on the number of CX trainings delivered and their effectiveness
• Maintain and submit a monthly pipeline report
• Make independent decisions on training course content and material development, referring material to the MD for approval before client use
• Maintain training systems, content and documentation that allow work to continue in the MD's absence
• Prepare and submit a quarterly self-assessment against the role KPIs

Qualifications & Experience:

• Bachelor's degree in Human Resource Management, Business Administration, Education or a related field

Skills & Competencies:

• Training content design and development
• Strong presentation and facilitation skills with command of the room
• Client engagement and business development
• Proposal writing and reporting
• Sales and customer retention orientation
• Planning, organisation and self-driven performance management