Lead Aftersales Coach in Stevenage

About us

Founded in 2008, CitNOW is an innovative, enterprise-level software product suite that allows automotive dealerships globally to sell more vehicles and parts more profitably. CitNOW’s app-based platform provides a secure, brand-compliant solution – for dealers to build trust, transparency and long-lasting relationships. CitNOW Group was formed in 2021 to unite a portfolio of 12 global software companies leveraging innovation to aid retailers and manufacturers in delivering an outstanding customer experience. We have over 300 employees worldwide who all contribute to our vision to provide market-leading automotive solutions to drive efficiencies, seamlessly transforming every customer moment. The CitNOW Group is no ordinary technology company, we live a series of One Team values and this guiding principle forms the foundation of CitNOW Group’s award winning, collaborative and inclusive culture.

About the role

The Lead Aftersales Coach is responsible for the design, delivery and continuous improvement of training, coaching and accreditation programmes that build customer capability, drive product adoption and deliver measurable business outcomes. This role covers a broad range of CitNOW Group products, including Aftersales360, RTC, Datahub AI, CitNOW Workshop and Triage, and is accountable for delivery excellence, learning innovation and customer success across the Academy. The role also contributes to the Academy's digital learning strategy, identifying and testing new approaches through AI and emerging technologies.

Key responsibilities include:

• Act as the Academy's Aftersales subject matter expert, guiding programme design, capability development and customer education strategy
• Produce structured training briefs for the Learning Design Lead, covering business outcomes, learning objectives, delivery requirements and assessment criteria
• Work with the Learning Design Lead to develop blended learning solutions, including microlearning and performance support resources
• Design and maintain accreditation pathways for Aftersales products, including Train the Trainer programmes and quality assurance processes
• Lead and develop a global community of Aftersales trainers, owning communications and support ahead of product releases
• Facilitate regular trainer forums, readiness sessions and calibration workshops to maintain consistent standards across regions
• Champion the use of AI and emerging learning technologies to improve content creation and customer education
• Attend monthly Product Manager meetings to review roadmaps and determine learning, coaching and accreditation requirements
• Define Aftersales delivery standards for virtual and face-to-face learning, coaching trainers to improve facilitation and delivery quality
• Own the Aftersales digital learning pathway, ensuring customers have access to high-quality, always-on learning resources
• Monitor learning effectiveness through trainer observations, feedback and engagement metrics, using insights to drive continuous improvement
• Build strong relationships with Product, Customer Success, Onboarding and Operations to keep learning priorities aligned to business needs

We're looking for:

• Automotive Aftersales expertise, with strong working knowledge of CRM platforms and the operational challenges they solve
• Demonstrable Learning and Development capability, with proven experience designing and delivering learning programmes, including digital and blended formats, from defining learning objectives through to measuring effectiveness
• Facilitation skills across virtual and face-to-face environments, with a clear understanding of adult learning principles and learner engagement
• Excellent communication and stakeholder management skills, with confidence engaging Product Managers, Customer Success teams, trainers and senior customer stakeholders
• Strong organisational and self-management skills, able to manage multiple priorities independently in a fast-moving product and training environment
• Experience using AI-enabled tools to support learning design, content creation or learning analytics is highly desirable

In addition to a competitive salary, our benefits package is second to none. Employee wellbeing is at the heart of our people strategy, with a number of innovative wellness initiatives such as flexi-time, where employees can vary their start and finish times within our core business hours and/or extend their lunch break by up to 2 hours per day. Employees also benefit from an additional two half days paid leave per year to focus on their personal wellbeing. We recognise the development of our people is vital to the ongoing success of the business and proudly promote a culture of continuous learning and improvement, along with opportunities to develop and progress a successful career with us. The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. We are passionate about creating an inclusive workplace where everyone’s individuality is valued.