L&D Consultant (France & Iberia) Full Time

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

The Learning & Development Consultant – EU is a business-critical role that is accountable for delivering the D&G’s International Sales Blueprint to our French and Spanish OEMs.

The Learning & Development Consultant – EU will be responsible for delivering targeted conversion performance on D&G’s core campaigns across the Spanish & French OEM markets.

This role will involve travel to Contact Centre sites for both in the Spanish & French markets (currently, but not limited to Madrid and Serbia) and the UK (Wimbledon).

Overnight stays will be required (at the company’s expense). Flexibility is therefore required in this role. Approx. 50% of time will be spent travelling. This will equate to up to 2-3 days onsite at Client Contact Centres each week

Responsibilities

• Work collaboratively with OEM Trainers and D&G L&D Team to develop effective sales training, scripting, supporting material, and delivery mechanisms which 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.
• Deliver effective sales training including, but not limited to, sales inductions and continuous development programmes.
• Identify opportunities for performance improvement through trend analysis and effective action planning.
• Conduct top to bottom sales reviews of our OEM Contact Centres and develops realistic action plans which will help improve key KPI performance.
• Conduct analysis of Sales Agents to establish profiles of our most effective Sales Agents and apply these learnings to recruitment, training, and management activity.
• Collaborate with peers to share Contact Centre best practice across our International markets to ensure consistency of OEM sales activity.
• Work collaboratively with the Senior Key Account Managers for Spain/France (OEM) to demonstrate appropriate interventions are in place to make sure conversion rate targets are achieved.
• Work collaboratively with Account Managers in the design & implementation of ad-hoc staff incentives that seek to drive performance in key areas.
• Chair regular Call Calibration Sessions to share best practise with our OEMs.
• Connect with D&G Quality Assurance Team to understand performance trends and ensure that training and coaching interventions also deliver the desired quality and compliance standards.
• Provide feedback and recommendations to product teams on product performance and areas for improvement.
• Maintain an effective working relationships with OEM Contact Centre Managers, Team Leaders, Trainers and Agents to ensure best practice sales techniques are embedded.
• Chair Monthly OEM Performance Meetings alongside Senior Key Account Manager (OEM).
• Provide regular reports on Contact Centre performance including executive summaries and progress on actions taken to date.
• Take responsibility for being the day to day point of contact for our OEMs 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.