Job Description

L&D Consultant (France & Iberia)

6 month Fixed Term Contract

About Us:

Domestic & General is a leading provider of appliance care and protection solutions. We work with some of the world’s best-known manufacturers and retailers – helping millions of households keep daily life on track.

We’re more committed than ever to delivering exceptional customer service. And we’re championing a cost-smart, sustainable future – where repairing more means wasting less.

We operate in 14 countries, with a growing presence in European markets.

About the Role:

TheLearning & Development Consultant - EUis abusiness-criticalrole that is accountable for delivering theD&G’s InternationalSales Blueprinttoour French and Spanish OEMs.

TheLearning & Development Consultant - EUwillbe responsible fordelivering targetedconversion performance on D&G’s core campaignsacross theSpanish & FrenchOEMmarkets.

This role will involve travel toContactCentresitesforboth in theSpanish & Frenchmarkets(currently,but not limited toMadridandSerbia)andthe UK(Wimbledon).

Overnight stayswill berequired(at the company’s expense). Flexibility is thereforerequiredinthis role.Approx.50% of time will be spent travelling This will equate toup to2-3days onsite at Client Contact Centres each week

Responsibilities:

• Work collaboratively with OEM Trainers and D&G L&D Team to developeffective sales training,scripting, supporting material, and delivery mechanismswhich enable improved sales performance.
• Design and implement coaching, development standards, and operating rhythms which will drive effective sales
• Coach Team Leaders to be effective sales coaches through observations and feedback sessions.
• Delivereffective sales trainingincluding, but not limited to, sales inductions and continuous development programmes.
• Identifyopportunities for performance improvement through trend analysis and effective action planning.
• Conducttop to bottomsalesreviews of ourOEMContactCentresanddevelops realistic action plans which will help improvekey KPI performance.
• Conductanalysis of Sales Agentstoestablishprofiles of ourmost effectiveSalesAgentsand apply these learnings to recruitment,training,and managementactivity.
• Collaborate with peers to shareContactCentre best practice across ourInternationalmarkets to ensure consistency ofOEM sales activity.
• Work collaboratively with the Senior Key Account ManagersforSpain/France(OEM)todemonstrateappropriate interventionsare in place to make sureconversion ratetargets are achieved.
• Work collaboratively withAccount Managersin the design & implementation of ad-hoc staff incentivesthatseekto drive performance in key areas.
• Chair regularCallCalibrationSessions to share best practise with our OEMs.
• Connect with D&G Quality Assurance Team tounderstand performance trends and ensure that training and coaching interventions alsodeliverthe desired quality and compliance standards.
• Providefeedbackand recommendationsto product teams on product performanceand areas for improvement.
• Maintain an effective working relationships withOEMContactCentreManagers,TeamLeaders,TrainersandAgentsto ensurebest practice sales techniques areembedded.
• ChairMonthlyOEM Performance Meetingsalongside Senior Key Account Manager (OEM).
• Provide regular reports onContactCentre performanceincluding executivesummaries and progresson actionstaken to date.
• Take responsibility for being theday to daypoint of contact forourOEMs from a sales performance perspective.

Key Skills & Experience

• A background in a sales training role, ideally gained in the financial services sector or another regulated industry. Experience of training contact centre staff will a great benefit but isn't essential.
• Ability to develop identify training needs from sales performance data.
• Strong English, French and Spanish spoken skills.
• Ability to communicate effectively, and build relationships, with stakeholders within an international environment.
• Strong organisational and time management skills.
• Strong presentation skills.

Domestic & General is an equal opportunities employer, which means we treat people fairly and welcome applications from all suitably skilled individuals regardless of gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment, or marital/family status.

At Domestic & General, we’re committed to creating an inclusive workplace where everyone feels welcome. We want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we’d still encourage you to apply.

Domestic & General is an equal opportunities employer, which means we treat people fairly and welcome applications from all suitably skilled individuals regardless of gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment, or marital/family status.

If you're a current D&G employee applying for an internal role, please ensure your Career Profile in Workday is up to date before submitting your application.

Don't forget to download and attach your Talent Card to showcase your skills and experience. This is a required part of your application.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.