Burgundy Hospitality - Manager - Training/Experience & Engagement

Role Summary

Key Responsibilities

• Design, deliver, and continuously improve soft skills training programs for retail and HO teams (e.g., communication, time management, leadership development, conflict resolution, customer interaction).
• Conduct training needs analysis annually to tailor programs to evolving business needs.
• Build structured management development programs to prepare high-potential employees for leadership roles.
• Maintain an annual training calendar and ensure timely execution of sessions across locations.
• Track training effectiveness through assessments, feedback, and real-world application.
  

Customer Experience (Out-of-Store)

• Oversee and manage the Customer Service Portals (WhatsApp, phone calls, email/chat support) to ensure high-quality, consistent, and timely responses to customers.
• Develop SOPs and best practices for customer interactions across platforms.
• Implement technology tools to streamline customer communication workflows (CRM tools, auto-responses, ticketing systems).
• Monitor day-to-day operations of the customer service team, reviewing performance metrics (e.g., response time, resolution rate, CSAT scores).
• Conduct regular service audits and customer feedback analysis to continuously improve service standards.
  

Employee Engagement

• Design and execute staff engagement programs for in-store employees and HO staff to enhance workplace morale, communication, and retention.
• Organize initiatives such as team-building activities, recognition programs, town halls, employee feedback surveys, and wellness programs.
• Work closely with Operations, HR, and Directors to ensure alignment of engagement strategies with broader organizational goals.
  

Operational Support And Special Projects

• Work directly with the Directors and COO on special initiatives, including business process improvements, new system rollouts, and cross-department projects.
• Assist in research, data analysis, project management, and execution support on operational and strategic initiatives.
• Maintain documentation, updates, and progress tracking for special projects assigned.
  

Key Skills And Competencies

• Strong background in training facilitation, instructional design, and adult learning methods.
• Expertise in customer service excellence, customer journey mapping, and CRM tools.
• Experience in employee engagement program design.
• Exceptional communication, influencing, and interpersonal skills.
• Highly organized, detail-oriented, and able to manage multiple priorities.
• Ability to work independently with leadership teams and cross-functional stakeholders.
• High proficiency with MS Office Suite (especially PowerPoint, Excel), CRM systems, and communication tools.