Customer Experience (CX) Trainer

1. Ensuring strict adherence to company policies and procedures relating to training delivery and client engagement, including but not limited to:a. Training content development standards;b. Approval processes for training material;
2. Development and delivery of Customer Experience training to clients, including but not limited to:a. Designing training content and materials that meet client and market needs;b. Delivering training with eloquence and command of the room;
3. Contributing to business development in support of the organization’s client base and sales growth;
4. Maintaining accurate training and pipeline reporting, and providing timely information to the MD to enable decision-making;Training Delivery & Content Developmenta) Develop training course content and materials for Customer Experience (CX) training delivered to clients;b) Deliver training sessions competently, with eloquence and command of the room;c) Ensure training material reflects current CX best practice and is fit for client needs;d) Prepare training reports and proposals following each client engagement;Client & Business Developmenta) Support growth of the company’s customer base through training engagements, proposals and client relationships;b) Contribute to improved sales performance for the company through training-related client engagement;c) Support higher customer retention through effective, high-quality training delivery;d) Contribute to seamlessness across different client touch points, from start to finish;Reporting to the MDa) Submit a monthly report on the number of CX trainings delivered and their effectiveness to the people they were delivered to;b) Maintain and submit a pipeline report on a monthly basis;c) Submit training reports and proposals as required;Decision-Making Authoritya) Make decisions independently on training course content and the development of training material;b) Refer to the MD for approval: all training material, prior to its use with clients;Business Continuitya) Maintain training systems, content and documentation that allow training and client work to continue without disruption in the MD’s absence;Staff Development & Performance Measurement• Self-Assessment: on a quarterly basis, prepare and submit an assessment of own performance against the KPIs set out for all activities above;• Succession Planning: as the team grows, select and prepare staff to take over the role in one’s absence, and ensure proper handover before taking planned leave.

Education: Bachelor’s degree in Human Resource Management, Business Administration, Education or a related field.

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