Overview

The goal of the training program supported by this In-Dealership Customer Experience Facilitator is to build momentum behind a cultural shift to a technology forward, best-in-class electric vehicle (EV) retail customer experience. Our automotive client is extremely focused on building a new sales and service model that mirrors the success of the best consumer facing technology companies.

Success requires an overall awakening and installation of a clear perspective on how EV customers must be treated based on their unique expectations. This treatment differs from the traditional automotive dealership experience in that it requires:

• Obsessive attention to detail within the dealership environment and in every element of client interaction in all phases of ownership
• Elevated level of preparedness for client interaction
• Engaging with the customer and anticipating needs or wants before the client expresses them
• Building comfort and confidence with new vehicle and service technologies

The ideal candidate for this position must have an in-depth knowledge of and demonstrated experience creating best-in-class technology driven customer experiences.

Facilitators will be responsible for conducting offsite training workshops as well as continual in-dealership workshops for management and customer-facing staff.

Estimated start date for this role, April 24, 2023

Responsibilities

• Follow a set/required schedule of workshop dates and locations
• Communicate effectively with leadership
• Work with dealership leaders to identify opportunities within the training content to customize for the dealership team’s needs and execute a plan against those needs
• Engage dealership leaders to implement actionable tactics between visits
• Publish regular assessment notes on each participating dealership
• Gathering best practice or best in class examples
• Tracking and reporting key information or best practices that evolve from training
• Facilitating specific, detailed content and activities in workshop environments while using experience to provide examples and context
• Communicate dealership feedback and curriculum needs as necessary
• Attend regular face-to-face meetings and conference calls as requested by employer
• Attend “Train the Trainer” and rehearsals as needed
• This position is accountable for client satisfaction by way of marked improvement in their assigned dealerships’ customer experience practices
• Take responsibility for delivering on goals and expectations

Qualifications

• Bachelor’s degree, preferred
• Minimum 2 years of experience facilitating training
• Technology and service industry experience, and specifically hospitality experience
• Ability to work independently without supervision
• Detailed and organized
• Hospitality, service minded
• Excellent written and verbal communication skills to communicate with a wide variety of audiences
• Ability to take critiques and constructive comments when observed by others
• Strong stand-up workshop facilitation skills
• Leadership experience a plus

Physical Requirements / Working Conditions

• The person in this role will frequently move in and around the dealership facility
• Travel by plane and/or driving a vehicle up to 75% of the time
• Weekend travel required at times

Qualities

• Hospitality, service minded
• Proactive, anticipatory, customer-focused
• Leader
• Able to rapidly process new information and change direction rapidly
• Engaging and informative facilitator
• Strong relationship builder
• Enjoys engaging with new technology
• Creative problem-solver
• Team-oriented and collaborative
• Determined
• Diligent
• Professional
• Passionate to create the best possible work product
• Direct
• Succinct
• Empathetic
• Ability to grasp and work with complex and obscure topics to obtain sharp perceptions and judgements
• Keen observation
• Understand nuance
• Good coach
• Strategic
• Possess a sense of urgency and ability to prioritize
• Enjoy challenge
• Excited to create something world-class, never-before done
• Passion for customer experience
• Enjoy working in a fast-paced, changing environment
• Comfortable with feedback to make the work better
• Kind when delivering feedback