The Customer Retention, Sales, and Training Trainer role is to develop, deliver, and continuously improve training programs that equip employees with the skills, product knowledge, and customer-focused mindset needed to increase digital voucher sales, improve customer retention, and ensure effective onboarding and ongoing performance development. Supports business growth by standardizing processes, improving service quality, reducing customer churn, and accelerating employee productivity across all customer-facing and sales teams.
Key Responsibilities
- Train customer-facing teams on retention strategies to reduce churn and increase repeat purchases.
- Develop techniques for handling objections, resolving complaints, and improving customer satisfaction.
- Educate teams on customer behaviour, loyalty programs, and digital engagement best practices.
- Use customer feedback and retention metrics to identify skill gaps and training needs.
Sales Training (Digital Voucher Sales)
- Train sales and support teams on digital voucher products, promotions, and pricing models.
- Deliver training on upselling, cross-selling, and value-based selling in an online environment.
- Ensure teams understand digital sales funnels, conversion optimization, and customer journey touchpoints.
- Support achievement of sales targets through continuous coaching and performance monitoring.
Employee Onboarding & Refresher Training
- Design and deliver structured onboarding programs for new hires
- Conduct refresher and upskilling sessions for existing employees to maintain performance standards.
- Create and maintain training materials, SOPs, manuals, presentations, and e-learning content.
- Ensure employees are compliant with company policies, systems, and service standards.
Performance & Collaboration
- Measure training effectiveness using KPIs such as sales performance, retention rates, CSAT, and productivity.
- Work closely with sales, customer service, marketing, and operations teams to align training with business goals.
Stay updated on trends in digital sales, e-commerce, and customer experience.