Commercial Training Developer (Brand; Customer & Management)

Responsibilities

• Training development from research, scoping and deployment of both digital and in-person programmes
• Design of bespoke training solutions that build and a customer centric solution within all training programmes. Linking impact measurement to each training programme from business performance and customer experience data including TNA’s, HCX, NCBS, etc
• Implementation and monitoring of all commercial Brand Immersion; Customer and Aftersales Commercial training programmes to the Retailer network, HMUK personnel and where appropriate partner providers. With the development of a welcome and brand immersion programme for managers within the network
• Taking the lead in delivery online or face to face training, including the design and delivery of video assets from script, run through to final execution and launch
• Identify the training needs of the network in line with the requirements identified from HMUK teams, appropriate affiliate partners (e.g., Innocean) and through ongoing assessment of all available data including TNA’s, HCX, NCBS, etc.
• Maintain constant and consistent engagement with internal teams and affiliate partners to ensure needs and feedback are understood with solutions that address these needs identified, agreed, and communicated
• Ensure robust, evidence based and detailed reporting linking to key elements within the Retailer Scorecard and wider business objectives, evaluation, and assessment of all Brand; Customer and Aftersales Commercial training and development to ensure they achieve organisational objectives and remain cost effective.
• Work with internal HMUK teams to plan and activate communications strategy to actively promote all Brand; Customer and Management Commercial training and development activities and offerings and ensure maximum engagement, understanding, compliance, and recognition
• Actively seek Retailer and Internal HMUK feedback through survey and face to face sessions to identify manage and optimise all associated and relevant platforms and portals

• Ensure you are familiar with current and future training methods, technologies, formats, delivery mechanisms and devise new initiatives utilising the best solution for the learning need, which supports the overall strategy as required
• Manage and support the design and delivery of product events and launches with the key aim of knowledge transfer, but equally ensuring measurement of each learners understanding.
• Actively participate in HMC and HME courses, meetings etc as required
• Complete Retailer and Partner Provider visits as required to drive engagement and awareness of training and the standards needed to be achieved
• Support as required the Hyundai Training Administration and Support team in the deployment of their duties with a one team mindset
• Manage as required the Partner Provider relationships, contracts, and Service Level Agreements ensuring HMUK interests and value for money are achieved
• Input into, manage and report on the commercial training budgets / plans; reconciliations, payment flows and workflow business approvals across all stakeholders on time and when required
• Provide BMI and reports as required
• Oversee design and deployment of core management accreditation programme that supports onboarding of new Managers, development of core operational skills and drives continuous improvement
• Ensure the alignment of business metrics and performance improvement training activities that identify best practice and drive targeted solutions
• Identify and implement specialist agency solutions for targeted consultancy to deployment of enhancement programmes. E.g. Used/New Car Sales and Management/Leadership
• Development of management comms and monthly/quarterly online health clinics targeted at performance areas agreed with internal stakeholder group (Used/New/Aftersales) to drive engagement and operational effectiveness
  

Personal Specification

• An ability to lead by example with Brand and Customer at the heart of what they do and how they act
• An attention to detail and the ability to understand a wide range of stakeholder requirements
• Drive and resilience able to overcome resistance to change
• Self-motivated with natural drive for creativity and innovation
• Good influencer. Ability and stature to deal confidently with HMUK; Retailer; partner provider and affiliate personnel
• Curious with constant desire to innovate and optimise all job functions driven to deliver the customer experience at every touchpoint
• Ability to use initiative and ingenuity when responding to problems ensures right solutions are delivered
• Articulate with excellent communication and presentation skills
• Ability to manage different priorities, even when working under pressure
• Process led with high level of care and attention to detail
• Ability to ensure tasks and requirements are completed within given timelines
• Good working knowledge / skill level of Office based programmes (Word / Excel / PowerPoint) and Power BI to drive optimised insights
• Automotive industry experience advantageous