Job Description
Senior Manager - Experience TrainingDubai Global – Customer Experience / Full-Time / On-site Kitopi is a creator of magical food experiences—we discover, create, and curate homegrown brands from the region, for the region. With a purpose to satisfy the world’s appetite to create joy, Kitopi owns and operates a diverse portfolio of over 200+ brands. These brands are either created, discovered, or curated with their customers in mind. Launched in Dubai, UAE, in January 2018, Kitopi has grown to become one of the greatest success stories in the food tech space. By July 2021, Kitopi achieved Unicorn status, becoming the fastest company in the MENA region to reach this milestone. 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, and its Engineering Hub in Krakow, Poland. + 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. + 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. Benefits- Extensive learning opportunities with hard and soft skill training to help you improve and challenge yourself. - Be involved in customized workshops run by the Kitopi Academy. - Have the chance to work in an international, diverse, and inclusive environment. - Become part of one of the most caring communities out there. - Free and unlimited access to a nutritionist. - No Dress Code! (T&C applies). - The famous team activities and social events bursting with fun.Inclusive private health insurance. - Up to 50% discount on Kitopi brands. - Annual leave as per the company policy. - Flexible working hours to support work-life balance. Additionally, we offer:- Wellness spaces designed for mothers inclusive for all. - Monthly well-being programs to nurture your mental and physical health. - Informative and empowering webinars to support your growth. - Social Thursdays and Fridays across markets to gather and connect with colleagues. Recruitment Process and TimelineFirst, you apply, and our talent attraction team will review your profile. If your profile matches our requirements, you will receive a link to schedule a meeting with a recruiter at your convenience. This meeting is an opportunity for you to share more about yourself and for us to get to know you better. If you are shortlisted, you will meet with our hiring managers. Depending on the role and its requirements, you may need to attend 2-3 interview rounds. These rounds could include a case study, role-play, trial assignment, or live coding session, which will be communicated to you in the initial conversation. Upon successful completion of the interview rounds, your recruiter will contact you to discuss the offer. We aim to complete this process within 2-3 weeks. We are constantly striving to make Kitopi the best place to work, by empowering you to be the best version of yourself every day. Our company values act as our guiding principles to help ensure that everyone feels safe, included, and like they truly belong. Kitopi is an equal-opportunity employer. While we currently operate in 6 countries, we are over 70 different nationalities of talented Kitopians. Whether you are a seasoned professional, a recent graduate, or someone looking to return to the workforce after a break, we encourage you to apply. We celebrate rich diverse backgrounds, lifestyles, and cultures and have a 0-tolerance policy towards racism, bigotry, and hate. Please apply if you see a position that makes your heart skip a beat and help us build a company that we are all proud to work for. Along with offices in all the markets we operate in, we also believe in a “work from anywhere” policy - you get to choose the environment you operate in because we believe this will help you deliver work you're proud of. Customer-obsessed and tech-enabled, at Kitopi, we are a team of passionate humans who are on a mission together to satisfy the world’s appetite.
