Trainer: Product and Customer Experience

**Want to join us on our exciting journey?**

Volvo Cars is on an exciting journey, redefining the automotive experience by innovating to make people’s lives less complicated. We offer you a once-in-a-lifetime chance to make an impact in a company with unique opportunities to grow and make a true difference.

**Job Summary**:
Volvo Car Canada Ltd (VCCL) is a National Sales Company of the Volvo Cars Group. We are currently looking to fill the position of **Trainer - Product and Customer Experience. **The role is retailer facing, ideally based in the Quebec region and involves significant travel, delivering in-retail training to approximately 17 retailers in Quebec and other regions across Canada.

The Trainer is one of two Product and CX Trainers and a key member of the Customer Experience Team. Responsible to shape and deliver agile, engaging and effective Product, Process and Customer Experience training programs, supporting our rapid growth, evolving product line and acceleration of the online and offline customer journey.

**Primary Responsibilities**:

- Deliver bi-monthly training to each assigned retailer.
- Deliver the quarterly product and CX process training curriculum to Sales and Service customer-facing teams, ensuring each learners’ objectives are met and content absorbed.
- Deliver additional training support to new retailer hires in the areas of Onboarding, Product, Sales and Service Process and Customer Experience.
- Identify competency opportunities within the Retailer Network or within VCCL; and liaise with VCCL, VCUSA and Instructional Design teams as appropriate to agree, develop, and deliver suitable solutions that solve the knowledge gaps to delivering on the VCCL strategy, vision & values.
- With a focus on digital solutions, ensure adoption of the digital retailing tools that enhance the customer experience.
- Support engagement within Retailers on digital learning tools (e.g. Volvo Car University, Commercial Product Information Platform) through appropriate interaction and intervention directly in those platforms.
- Working closely with Sales and Service field team colleagues.
- Working closely with Product team in Canada on new product introduction and training approach.
- Working closely with Marketing and Events team on retailer product launch and awareness initiatives.
- Where required, deliver classroom training within the region or at launch events etc. as required.
- Provide ad-hoc training support, customized coaching or training guidance to Retailers and VCCL internal organisations as agreed.

**Qualifications and Skills**:

- Bilingual in French
- Experience in Automotive retail training delivery, including the understanding of battery electric vehicles and hybrids
- In depth knowledge of current vehicle integrated technologies and how they contribute to a positive consumer experience
- Understanding key customer journey touchpoints, processes and behaviours that create a premium customer experience
- Applicable professional trainer certifications - Facilitation, Delivery, Online Learning
- 5 years in automotive, or sales, education/training background
- Excellent communication and interpersonal skills
- Effective time management and organisation skills
- Excellent computer skills and knowledge of Microsoft word, excel and power point.

**Key Competencies/Abilities**:

- Passionate about imparting knowledge and skills to support retailers to attract and retain top talent in the industry
- Proven ability of exceptional training delivery
- In-depth knowledge of learning theories
- Self-starter with a drive for continuous improvement
- Training course design / writing experience would be an advantage

**Who are we?**

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them.

Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.