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

• 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

Our Brand Values

• We are powered by our people
• We delight our customers
• We make it happen
• We are always learning
• We are One Team

Knowledge & Skills:

• 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