Kitopi is the region's leading creator and partner for magical food experiences. With a purpose to satisfy the world’s appetite to create joy, Kitopi operates a portfolio of both invested and franchised F&B brands, serving as enablers in the industry by helping brands grow and scale in both the delivery and dine-in spaces. Launched in Dubai, UAE, in January 2018, Kitopi has grown to become one of the greatest success stories in the food tech space. In July 2021, Kitopi announced its $415 million Series C funding round, led by the world’s largest tech-focused investment fund, the Softbank Group. This investment elevated Kitopi to Unicorn status, making it the fastest Unicorn to emerge from the MENA region. Kitopi’s growth has been fueled by its innovative and scalable software solutions. Kitopi’s kitchens are powered by its proprietary Smart Kitchen Operating System (SKOS) - an in-house suite of applications that optimizes cloud kitchen operations in real time. As part of its growth roadmap, technological innovation, data science, artificial intelligence, and robotics will take center stage as Kitopi continues to reinvent the food industry and remain the leading food company in the region. With over 6,000 employees, Kitopi currently operates 200+ locations across the UAE, KSA, Kuwait, Bahrain, and Qatar. It also operates its Customer Experience Center in Amman, Jordan, its Engineering Hub in Krakow, Poland.
What You'll Do
The role of the head of experience training: is manage all learning and development for customer facing/interacting teams globally for Kitopi. Kitopi is on a mission to satisfy the world’s appetite to create JOY. The key responsibilities of this role is to put together and implement a strategy of creating an 11-star experience at every interaction with our people at our stores, through chatting on the app or on call.
Frontliners Training Program: Oversee all training initiatives for customer-facing teams, including technical skills, hands-on training, onboarding, and soft skills, to ensure they are prepared to deliver exceptional customer experiences.
Customer-Centricity Training: Design and lead a customer-centric training program that reinforces Kitopi’s commitment to delivering magical customer experiences at every touchpoint.
Leadership Training Program: Manage and mentor the training and development of the leadership team of our frontliner, fostering a collaborative environment that prioritizes experience, consistency, and excellence in learning delivery.
Competency Framework & Career Pathing: Develop and implement a competency framework and career pathing for backliners as part of Kitopi’s performance management program, promoting growth, engagement, and long-term retention.
Learning Management System (LMS) Implementation & Management: Spearhead the implementation, management, and continuous improvement of the LMS to streamline training processes, track progress, and enhance learning accessibility and engagement.
Performance Enhancement:To develop tailored programs to improve performance (Retention, CSAT, First Time Right, Ratings), experience, quality, complaint handling and retention using advanced training techniques and coaching methods.
E-Service Development:Responsible of digital and e-service team development, to create and design an excellent online interaction and great customer experience training materials.
Training Evaluation: To evaluate the effectiveness of training programs, review performance/quality assurance evaluations and repeat call reasons to continuously adjust and shape training programs.
Contact Center Quality Assurance:Responsible for managing the CX QA team and creating a quality assurance process for all functions across the contact center. To create a quality scorecard and a scoring process to identify call, knowledge and training gaps.
Qualifications
Proven experience in a training and development leadership role, preferably within the F&B or service industry.
Strong background in designing and implementing both soft and technical skills training programs.
Experience with competency frameworks, career pathing, and performance management integration.
Knowledge of LMS systems with experience in implementation and management.
Excellent leadership and team management skills, with a collaborative and strategic approach.
Passionate about creating customer-centric training programs and committed to continuous improvement.
