Training and Development Manager

, a leading South African online retailer, is looking for a highly talented Training and Development Manager to join our team in Cape Town. We are a young, dynamic, hyper growth company looking for smart, creative, hard-working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great.

Lead the strategic design and delivery of customer service learning and training programs across the contact centre operations, with a focus on performance-driven learning solutions, structured training interventions, and measurable skill development. The role is responsible for driving end-to-end learning success, including training strategy development, learning program design, training delivery governance, performance measurement, and commercial impact assessment, while maintaining strong stakeholder relationships across Operations, Quality, and senior management teams.

• Design and execute an end-to-end customer service learning and training strategy aligned to operational, customer experience, and commercial priorities.
• Integrate learning programs into contact centre performance management, succession planning, and customer service workforce development.
• Own structured training frameworks and learning pathways across frontline agents, team leaders, supervisors, and customer service management levels.
• Take accountability for Skills Development Facilitator (SDF) requirements and regulatory compliance within customer service training operations.

• Build structured leadership development and training journeys across the customer service hierarchy from agent to senior management levels
• Design role-based learning curricula and training pathways that connect customer service skills, behaviours, and career progression opportunities
• Create training programs for succession readiness and embed mentoring, coaching, and experiential learning initiatives

• Design training programs across Customer Experience, Contact Center Operations, Client Engagement, and Service Leadership competencies
• Translate customer service performance gaps into targeted learning interventions and structured training improvement plans
• Partner with Quality and Operations teams to embed training on call handling, service delivery, and behavioural frameworks

• Lead contact centre LMS ecosystem design and governance for scalable customer service learning and training delivery
• Deploy blended learning, digital-first training, and micro learning models aligned with customer service operational workflows
• Introduce AI-enabled and data-informed learning pathways for personalised customer service training and development
• Translate complex customer service and product concepts into engaging learning content and accessible training materials

• Link learning and training programs directly to CSAT, NPS, FCR, AHT, Reopen Rates, quality scores, and agent attrition outcomes
• Define clear training effectiveness metrics, learning impact dashboards, and executive-level training ROI reporting
• Position customer service learning and training as a measurable performance lever driving operational excellence and customer satisfaction

• Strong grounding in learning and training methodologies,contact center operations, and customer service training frameworks
• Advanced knowledge of South African skills development legislation, training SETA processes, and learning industry regulations
• Proficiency in contact centre LMS platforms, training deliver tools, and learning analytics with emerging technology awareness
• Excellent communication and presentation skills with the ability to influence customer service leadership and training stakeholders
• Commercial acumen with a deep understanding of training economics, contact centre metrics (CSAT, NPS, FCR, Reopen Rates, AHT), and e-commerce operations
• Advanced proficiency in training performance measurement, learning ROI analysis, and contact centre workforce development systems
• Strategic thinking with ability to align customer service…