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Client Experience Training Manager
3 months ago
Beyond Property, Purchasing, HR and IT, more than being part of our Finance or Marketing teams, beyond even Sales and Service, every role in every business area offers unique opportunities to make an impact on the future of mobility and the automotive industry.
WHAT TO EXPECT
It is essential that our client experience retailer staff have the capability to deliver on our client expectations. Retailer roles have their own defined Learner Journeys that will outline the training/knowledge/learning required, as well as recommended on-going development. These Journeys are a mix of online, classroom and experiential training, built on the Global JLR Retailer Competencies but modified, where appropriate, to suit the UK Retailer audience.
You will be required to drive and manage the content, production and growth of client experience staff training. This will involve developing the client experience curriculum to ensure we can offer a training needs analysis approach to delivery.
You will work closely with our colleagues in Global Network Development as well as developing clear and concise briefing materials for our third party training providers. It will also involve quality assuring training materials and training delivery whilst keeping a close eye on spend vs budget. It will also require the management of external suppliers to deliver transformational and aspirational leadership programs. Alongside the leadership programs the Client Experience Training managers will also be responsible for delivering General Manager assessments, including the co-ordination of the event and hosting of delegates.
Key Accountabilities and Responsibilities
Represent, and be the voice of the JLR UK Academy in Global Academy Skills, Leadership and Competency related discussions/meetings, and manage the Global Learner Journeys, identify assets and learning content which can be rolled out in the UK market as well as those that will need bespoking for our market. Work with the third party agencies who are responsible for the development and delivery of training materials to ensure that the right assets are available and are in line with JLR expectations and Brand CI standards. Our approach and materials are expected to be amongst the best in the Industry. Take the lead on the project management of curriculum development to ensure the academy is set up to deliver training needs analysis approach to training and is embedded into our core delivery method Liaise with internal stakeholders JLR Financial Services, Fleet & Business etc. to ensure that their needs are met with regard to curriculum training content. Take the lead for monitoring and driving training activity vs. agreed targets, ensure that all reporting showing learner journey progress across all job roles is accurate and up to date. Write clear, concise and impactful communications to the Retailer Network as and when required . Act as primary interface within the UK NSC on all skills and leadership development issues. Work with the Academy administration team on a day to day basis to ensure any issues relating to the delivery of the Learner Journeys and curriculum are dealt with promptly. Take the lead on ad-hoc Academy and network development projects reporting tool development, aspirational programme development, leadership and HOB programmes development. Take the lead on cost centre management, ensuring accurate business planning forecasts are in place and budget monitoring systems used to ensure Academy budgets are realised.WHAT YOU'LL NEED
Experience of project managing a number of complex projects simultaneously with a high attention to detail Ability to define measures of success, analyse and act on data Excellent business acumen - ability to deliver complex projects on budget through tight spend control and effective negotiation. Ability to engage, and work with, a variety of stakeholders across the JLR commercial function including agency and suppliers A good awareness of different learning styles and the need to consider these when creating learning is needed Experience of working with Retailers and interfacing with Retailer Staff, Retail Managers and General Managers