{"id":2095305,"url":"https://alion.io/job/takealot-training-and-development-manager","title":"Training and Development Manager","company":{"id":57341,"name":"Takealot","domain":"takealot.com","url":"https://alion.io/company/takealot","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":81,"open_postings":32,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":53,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-03T15:15:35Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-15T05:14:18Z","board_verified":true,"closed_at":null,"days_open":103,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":103},"description":"takealot.com, a leading South African online retailer, is looking for a highly talented Training and Development Manager to join our team in Cape Town.\nWe 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.\nThis position reports into the Head of Customer & Business Support Operations.\nPurpose\nLead 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.\nYour Responsibilities will include:\nCustomer Service Learning & Training Strategy\nDesign and execute an end-to-end customer service learning and training strategy aligned to operational, customer experience, and commercial priorities.\nIntegrate learning programs into contact centre performance management, succession planning, and customer service workforce development.\nOwn structured training frameworks and learning pathways across frontline agents, team leaders, supervisors, and customer service management levels.\nTake accountability for Skills Development Facilitator (SDF) requirements and regulatory compliance within customer service training operations.\nLeadership Development & Career Training\nBuild structured leadership development and training journeys across the customer service hierarchy from agent to senior management levels\nDesign role-based learning curricula and training pathways that connect customer service skills, behaviours, and career progression opportunities\nCreate training programs for succession readiness and embed mentoring, coaching, and experiential learninginitiatives\n\nOperational Training & Behavioural Learning\nDesign training programs across Customer Experience, Contact Center Operations, Client Engagement, and Service Leadership competencies\nTranslate customer service performance gaps into targeted learning interventions and structured training improvement plans\n Partner with Quality and Operations teams to embed training on call handling, service delivery, and behavioural frameworks\nDigital Learning & Training Innovation\nLead contact centre LMS ecosystem design and governance for scalable customer service learning and training delivery\nDeploy blended learning, digital-first training, and micro learning models aligned with customer service operational workflows\nIntroduce AI-enabled and data-informed learning pathways for personalised customer service training and development\nTranslate complex customer service and product concepts into engaging learning content and accessible training materials\nTraining Performance & Learning Impact\nLink learning and training programs directly to CSAT, NPS, FCR, AHT, Reopen Rates, quality scores, and agent attrition outcomes\nDefine clear training effectiveness metrics, learning impact dashboards, and executive-level training ROI reporting\n Position customer service learning and training as a measurable performance lever driving operational excellence and customer satisfaction\nAttributes Required:\nStrong grounding in learning and training methodologies,contact center operations, and customer service training frameworks\nAdvanced knowledge of South African skills development legislation, training SETA processes, and learning industry regulations\nProficiency in contact centre LMS platforms, training deliver tools, and learning analytics with emerging technology awareness\nExcellent communication and presentation skills with the ability to influence customer service leadership and training stakeholders\nCommercial acumen with a deep understanding of training economics, contact centre metrics (CSAT, NPS, FCR, Reopen Rates, AHT), and e-commerce operations\nAdvanced proficiency in training performance measurement, learning ROI analysis, and contact centre workforce development systems\nStrategic thinking with ability to align customer service learning and training initiatives to customer experience and commercial objectives\nChange management expertise with proven ability to transform learning culture and drive training program adoption\nLeadership and people development capabilities with experience building high-performing customer service training teams\nData analysis and measurement skills to evaluate training effectiveness and demonstrate learning ROI and customer experience impact\nStakeholder management and influencing skills across customer service operations, quality, and senior management teams\nCustomer service expertise with deep understanding of contact centre operations, training needs, and learning methodologies\nQualifications and Experience:\nBachelor's degree in Human Resources, Education, Learning & Development, Training Management, or related field\nPost-graduate qualification in Learning & Development, Training Management, or Contact Center Operations preferred\nRegistered Skills Development Facilitator (SDF) certification with customer service or contact center training experience\nContact Centre Manager qualification (NQF Level 5) or Training and Development certification advantageous\nProfessional certification in Learning & Development (CIPD,ATD) or Training Management preferred\n10+ years progressive experience in Learning & Development or Training Management with focus on customer service or contact centre environments\n5+ years in senior training leadership within scaled contact centre, customer service, or customer experience operations\nProven delivery of measurable learning outcomes and training effectiveness linked to customer service performance\nExperience designing and implementing customer service training strategies and learning program development\nStrong track record in contact centre learning transformation and training delivery governance across customer-facing operations\nExperience integrating customer service training with performance management, quality assurance, and workforce development\nDemonstrated expertise in South African skills development legislation and SETA requirements within training and service industries\nThe Environment:\ntakealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa.\nWe have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.\nWe are short on ego and high on output.\nWe are doers and not only thinkers, its all in the execution after all.\nWe love what we do and what we are creating.\nWe seek to Employ an Extra Ordinary Mind who:\nis respectful but forthright\nis an expert at doing, who can not only design but also execute\nis analytical, able to use data to make decisions\nis competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours\nis passionate about the potential of e-commerce and delivering a world-class customer experience\nis entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster\nis business SMART. Able to think about problems from a business perspective using technical and product input;\nis curious and challenge the status quo\nis innovative and enjoys iteration\nis collaborative\nwill be at the cutting edge of developing new concepts for takealot.com\nthinks like an owner of the business\nis SMART, has INTEGRITY and is HARD WORKING\nIf you meet the above you are an Extraordinary Mind so come and join us!\nTakealot is an Equal Opportunity Employer. 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