The Customer Experience (CX) Trainer will be responsible for developing and delivering training programs to clients, ensuring adherence to company policies, and contributing to business development. This role involves creating engaging training content, delivering sessions with confidence, and maintaining accurate reporting for management decision-making.

Key Responsibilities

• Ensuring strict adherence to company policies and procedures relating to training delivery and client engagement.
• Development and delivery of Customer Experience training to clients.
• Designing training content and materials that meet client and market needs.
• Delivering training with eloquence and command of the room.
• Contributing to business development in support of the organization’s client base and sales growth.
• Maintaining accurate training and pipeline reporting, and providing timely information to the MD to enable decision-making.
• 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 for the company through training-related client engagement.
• Support higher customer retention through effective, high-quality training delivery.
• Contribute to seamlessness across different client touch points, from start to finish.
• Submit a monthly report on the number of CX trainings delivered and their effectiveness.
• Maintain and submit a pipeline report on a monthly basis.
• Make decisions independently on training course content and the development of training material.
• Maintain training systems, content and documentation that allow training and client work to continue without disruption in the MD’s absence.
• Prepare and submit an assessment of own performance against KPIs on a quarterly basis.
• Select and prepare staff for succession planning as the team grows.

Education & Requirements

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

• 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;
• 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;
• Contributing to business development in support of the organization’s client base and sales growth;
• Maintaining accurate training and pipeline reporting, and providing timely information to the MD to enable decision-making;
• Develop training course content and materials for Customer Experience (CX) training delivered to clients;
• Deliver 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 for the company through training-related client engagement;
• Support higher customer retention through effective, high-quality training delivery;
• Contribute to seamlessness across different client touch points, from start to finish;
• Submit a monthly report on the number of CX trainings delivered and their effectiveness to the people they were delivered to;
• Maintain and submit a pipeline report on a monthly basis;
• Submit training reports and proposals as required;
• Make decisions independently on training course content and the development of training material;
• Refer to the MD for approval: all training material, prior to its use with clients;
• Maintain training systems, content and documentation that allow training and client work to continue without disruption in the MD’s absence;
• 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.

• Training content development
• Client engagement
• Training delivery
• Designing training content
• Eloquence
• Command of the room
• Business development
• Sales growth
• Training reporting
• Pipeline reporting
• Decision-making
• CX best practice
• Client relationships
• Sales performance
• Customer retention
• Client touch points
• Self-Assessment
• Succession Planning

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