Retail Field Trainer at Sasol

Purpose of Job

• Train, coach and develop Forecourt, Carwash, Bakery, Back office  and C-store site staff reporting to the Franchisee/Site Manager. Facilitate theoretical Sasol Convenience Centre course material and practical training to site staff and assess their knowledge base. Drive optimal customer service to ensure maximum profit for both franchisees and Sasol. Enforce compliance to Sasol brand and operating standards.

Key Accountabilities
Retail sites visits planning and scheduling

• Draw up and submit a two weekly site visit schedule containing a logical and realistic site visit plan using the recommended  platforms

Training, Coaching and developing site staff

• Develop, evaluate and update Retail site training material.
• Ensure successful implementation of retail programs and initiatives.
• Theoretical and Practical assessment of site staff performance and recommend corrective action where required.

Present Classroom training

• Facilitate Retail site Training programs and assess compliance.

Handholding during new site openings

• Provide handholding support during site opening and ensure smooth handover to franchisees. Efficient opening of new sites with error-free execution of tasks during site opening. Site staff assessment. Assess site staff (ongoing) in the execution of their work and take corrective/remedial action to ensure that staff behaviour reflect compliance.

E-learning Training Completion

• Ensure that applicable sites complete online mandatory training programs.
• Provide support to sites having challenges with access to the online training platform

Customer Service and Stakeholder Management

• Implement initiatives to maintain or improve customer service results.
• Provide support to  Retail Account Managers  and Regional Franchise Managers and their responsibilities to meet demands of the  retail network.
• Work in collaboration with RAMs and Franchisees/ Site managers in order to maximize the customer service rendered on site.
• Continuously seek and propose ways to improve the effectiveness of training via toolbox sessions, in person training, and on the job coaching.
• Liaise with internal and external stakeholders and provide training reports and feedback.
• Manage stakeholder relationships and act as a Sasol Ambassador to build the credibility of the company.

Formal Education

• University Bachelor’s Degree
• ETPD Qualification would serve as an advantage

Min Experience
4+ relevant years where customer service was a prominent requirement of the job, and where facilitation/presentation skills were required:

• Retail training and coaching experience
• Basic knowledge of e-Learning

Competencies

• Collaboration: The action of working with someone to produce something.
• Customer Focus: A continuing focus on the needs and requirements of customers and clients, anticipating their needs, remaining sensitive to customers while performing services for them, responsive to customer needs.
• Problem Solving: Is a step-by-step process of defining a problem, searching for information, and testing a series of solutions until the problem is solved. In involves critical thinking, analysis and persistence.
• Self-Mastery: Takes accountability for driving own growth through developing self-awareness, reflecting, seeking  feedback and self-correcting.