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 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.
• Development of a welcome and brand immersion programme for managers within the network.
• Lead delivery of online or face-to-face training, including design and delivery of video assets from script to final execution and launch.
• Identify training needs of the network in line with 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 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.
• Work with internal HMUK teams to plan and activate communications strategy to promote all Brand; Customer and Management Commercial training and development activities.
• Actively seek Retailer and Internal HMUK feedback through surveys and face-to-face sessions to identify, manage and optimise all associated platforms and portals.
• Familiarise with current and future training methods, technologies, formats, delivery mechanisms and devise new initiatives utilising the best solution for the learning need.
• Manage and support the design and delivery of product events and launches with the aim of knowledge transfer and measurement of each learner's understanding.
• 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 standards.
• Support the Hyundai Training Administration and Support team in the deployment of their duties with a one team mindset.
• Manage 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.
• Provide BMI and reports as required.
• Oversee design and deployment of core management accreditation programme that supports onboarding of new Managers and drives continuous improvement.
• Ensure 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.
• Develop management communications and monthly/quarterly online health clinics targeted at performance areas agreed with internal stakeholder group.

Personal Specification

• An ability to lead by example with Brand and Customer at the heart of what they do.
• Attention to detail and the ability to understand a wide range of stakeholder requirements.
• Drive and resilience to overcome resistance to change.
• Self-motivated with a natural drive for creativity and innovation.
• Good influencer with the ability to deal confidently with HMUK; Retailer; partner provider and affiliate personnel.
• Curious with a constant desire to innovate and optimise all job functions.
• Ability to use initiative and ingenuity when responding to problems.
• Articulate with excellent communication and presentation skills.
• Ability to manage different priorities, even 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 of Office based programmes (Word / Excel / PowerPoint) and Power BI.
• Automotive industry experience advantageous.