Marketing and Sales - LL6 - Global Customer Experience Training Manager

Job description

Job Description

An ever-evolving heritage. A truly exciting future. Two of the world’s most iconic brands. Jaguar Land Rover is revered across the globe. Continually pushing the boundaries of innovation and redefining the benchmark for excellence, we set the standards others want to follow. We want to keep it that way too. Which is where you join the journey.

What to expect:

The Department:
Global Retail Operations has two core divisional responsibilities – implementing a formidable JLR franchise network and implementing fleet & business and approved pre-owned strategies. A key element of creating a formidable JLR franchise network is to ensure industry leading staff competency.

Global Network Learning & Development has responsibility for ensuring a fully competent Retailer network which is capable of consistently delivering an outstanding life-time ownership experience for our customers world-wide. The approach is learning and development starting from a clear agreed set of knowledge, skills and behaviours (Global Retailer Competencies) which sum up the key capabilities required to deliver JLR’s strategic objectives. These are used to develop the content of the global curricula, learner journeys and assessment processes, and drive the way we recruit, develop and manage our people.

In this role you will be responsible for leading the development of the curriculum (competencies, development programmes, assessment) for sales, service, specialist and management learner groups within our global franchised retail network. In addition, you will be responsible for leading the development of approaches to recruit, develop and support our retail partners in order to retain the best professionals through sustainable talent management. The role will involve working closely with JLR stakeholders to implement the curriculum strategy, whilst also working closely with external training providers to develop programme material appropriate to the strategic and tactical needs of the business; you will collaborate with Network L&D colleagues to launch and evaluate the curriculum.

Key responsibilities of the role are;
• Develops the longer term vision (5 year) and medium term (2-3 year) strategy for developing the sales, service, specialist and management curriculum which reflects stakeholder/ market requirements and is fully aligned with the wider Network L&D Strategy;
• Ensures the new Global Customer Experience Competency Framework is implemented in a sustainable way, i.e. stakeholder engagement in content development, robust evaluation framework in place, ongoing maintenance and updating carried out in a timely fashion;
• Leads the Retail Capability Managers (Sales, Service, Management & Personal Skills) and interim Project Manager to develop the curriculum content within the new framework.
• Works closely with the Regional Training Managers to determine the most appropriate transition path from existing Regional/Market Learner Journeys to the Global version.
• Develop programmes and tools to support our retail partners recruit, develop and retain their staff e.g. interview guidelines, advertisement templates, recognition programmes, performance assessment framework;
• Sources and selects external agencies to develop specific elements of the curriculum and project manages activity carried out by agencies to ensure it is delivered to agreed time, quality and cost parameters
• Develops, implements and reviews metrics and reporting for each curriculum development programme (e.g. take up, course evaluation, programme KPIs) and uses the data to drive continuous improvement;
• Manages a significant financial spend with control over expenditure in line with agreed budgets.

Desired profile

Candidate Profile

What you’ll need:

To be successful in this role, you will need;

Knowledge and Experience

• Significant Learning & Development experience, and in particular in training needs analysis, solution development, learning delivery and evaluation;
• Experience of L&D best practice for sales, customer service, management and leadership
• Previous successful experience in delivering multiple projects on time and to budget
• Strong Project management and analytical skills
• Ability to negotiate and influence at the highest level of an organisation
• Ability to engage a wide range of stakeholders in order to agree and deliver solutions
• Previous experience in working with a Franchise operation
• Previous successful experience of implementing global programs in regions/markets
• Excellent written and verbal communication skills
• Strong agency management skills

Personal Characteristics

• Excellent communicator, capable of working with all levels and across the organisation
• Ability to work effectively and efficiently with minimal supervision and deliver under pressure
• Team player who is able to develop strong relationships
• Demonstrably a people person, and able to influence action outside of the command chain
• Be highly organised, structured and process driven
• A self-starter who is very proactive
• Diligent, with an attention to detail
• Culturally sensitive and open-minded

Please note, we reserve the right to close or extend this position depending on application numbers. Therefore we would urge candidates to submit an application as early as possible.

Benefits

Bring all this to the home of premium innovation, and you will find the opportunities to further your career with a world-class team. Our employees have access to a privilege car purchase scheme, membership of a competitive pension plan, performance related bonus scheme and 26 days holiday entitlement. All this and more makes Jaguar Land Rover the perfect place to continue your journey.