Retail Training & Quality Manager – Ecommerce Business

Welcome to Rentoza! We’re a South African company that’s changing the game in e-commerce. Our subscription service for digital goods and appliances is making access, affordability, and flexibility a reality for our customers.

The Role

We are seeking a motivated and sales-oriented Retail Training & Quality Manager to join our team. As a Retail Training & Quality Manager for our Ecommerce business, you will play a pivotal role in ensuring that our retail staff are equipped with the necessary skills and knowledge to excel in an online retail environment. You will develop and deliver training programs tailored to the needs of our retail team, focusing on areas such as customer service, product knowledge, sales techniques, and digital retail platforms. Your goal is to enhance the capabilities of our retail staff, drive sales performance, and elevate the overall customer experience in our retail space while ensuring that quality of service meets or exceeds standards, and that customer satisfaction is prioritized.

Key Responsibilities:

Training Program Development:

• Design, develop, and implement training programs for retail staff involved in online sales and customer service.
• Collaborate with stakeholders to identify training needs and develop training materials that align with the goals and objectives of the business.
• Keep training materials up-to-date with the latest industry trends, best practices, and platform updates.
• Maintain records of training and quality assurance activities, including participant progress and program effectiveness.
• Prepare and present reports to senior management on training outcomes and quality metrics.

Delivery of Training:

• Conduct engaging and interactive training sessions for retail staff, both in-person and through digital platforms.
• Utilize a variety of training methods, including presentations, workshops, role-plays, and online modules, to cater to different learning styles.
• Monitor and evaluate the effectiveness of training programs through feedback mechanisms and performance metrics.
• Evaluate the effectiveness of training and development programs in achieving desired outcomes.
• Monitor employee performance post-training to assess the need for additional support or advanced training.
•  Provide feedback and coaching to retail staff to encourage continuous improvement.

Quality Assurance:

•   Develop and implement quality assurance policies and procedures.
•   Conduct regular audits and inspections of retail operations to ensure compliance with established standards.
•   Monitor customer feedback and implement changes to improve customer satisfaction.
•   Work with management to resolve any issues related to quality or customer service.

Product Knowledge and Merchandising:

• Ensure retail staff have a deep understanding of our product offerings, including features, benefits, and selling points.
• Provide guidance on effective merchandising strategies for online retail, including product placement, cross-selling, and upselling techniques.

Customer Service Excellence:

• Instill a customer-centric mindset among retail staff, emphasizing the importance of delivering exceptional service in the online retail environment.
• Train staff on effective communication skills, problem-solving techniques, and methods for resolving customer inquiries and complaints promptly and professionally.

Digital Retail Platforms:

• Familiarise retail staff with the ecommerce platform(s) utilised by the business, including navigation, order processing, and inventory management functionalities.
• Provide training on leveraging digital tools and analytics to optimise sales performance and enhance the online shopping experience for customers.
• Ensure that the retail staff is familiar with all current and upcoming business campaigns and have been trained accordingly. 

Qualifications and Skills:

• Bachelor’s degree in Business Administration, Retail Management, Education, or a related field.
• 5+ years proven experience in retail management & training, preferably within an ecommerce or digital retail environment.
• Strong understanding of retail operations, sales principles, and customer service best practices.
• Strong knowledge of quality assurance procedures and customer service best practices.
• Excellent communication and presentation skills, with the ability to engage and inspire diverse audiences.
• Proficiency in utilising digital tools and platforms for training delivery and content creation.
• Analytical mindset with the ability to assess training needs, track performance metrics, and make data-driven recommendations for improvement.
• Flexible and adaptable, with the ability to thrive in a fast-paced, dynamic work environment. The role may require travel between various retail locations nationwide. 
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Certification in training and development (e.g. CPLP, CPTM) is a plus.

Benefits

Offices:

• Johannesburg
• Cape Town
• Durban

Perks:

• Free Friday lunches
• Monthly socials
• Discovery Medical aid : 100% cover (permanent staff)
• Provident Fund (permanent staff)
• Paid annual leave
• Employee Health and Wellness Assistance
• Learning and Development opportunities
• Mentorship programme
• Community initiatives
• Access to cutting edge technology
• Hybrid (after probationary period, if applicable)

If you’re passionate about technology and want to work in a fast-paced environment where you can make a real difference, Rentoza is the place for you. Join our team and be part of something truly exciting!

Rentoza is an equal opportunity employer whose aim is to promote and achieve equal representation in all levels of all occupational categories. Preference will be given to candidates whose appointment will assist the Company in achieving its Employment Equity targets in terms of the Company Employment Equity Plan. 

By responding to this advertisement, you consent to Rentoza lawfully processing your personal information in accordance with the Protection of Personal Information Act 4 of 2013 for recruitment purposes and confirm that any personal information has been submitted voluntarily. 

The company reserves the right not to make an appointment. An application will not in itself entitle the applicant to an interview or an appointment and failure to meet the minimum requirements of the post will result in the applicant automatically disqualifying him/herself from consideration.If you don’t hear back from us in 30 days, please consider your application unsuccessful.