Sales Training & Customer Experience Specialist

About the role

We are seeking a dedicated and experienced Sales Training & Customer Experience Specialist to join our Customer Experience Department in the European Passenger Car Business Centre. You’ll be dedicated to refining and empowering the entire customer journey and customer experience standard to boost sales excellence for better customer engagement, satisfaction, loyalty, sales growth, and overall business success. Developing and implementing significant, seamless, and engaging interactions at every touchpoint to consistently surpass customer expectations.

You will closely collaborate with sales, network, product, marketing, and other customer support teams to create and refine Sales Excellence Training Contents (Company, product, technology, sales tactics, etc.), design and deliver training sessions, and experience events that align with our European CJ/CX (Customer Journey/Customer Experience) standards. Continuously optimizing the content via internal workshops with Regional Sales Excellence Teams, feedback from dealership partner network, and other co-workers.

Key Responsibilities

• Create and refine Sales Excellence Training Contents (European version) according to the Sales Excellence Master Plan (SEMP), focusing on a comprehensive sales empowerment journey for BYD European network and business partners with the latest knowledge of CJ/CX, company, product, technology, sales tactics, etc.
• Deliver TTT (Train-The-Trainer) sessions of Sales Excellence Trainings to enable Regional Sales Excellence Teams or external training partners with accurate, consistent, and engaging Sales knowledge and tactics.
• Design and execute experiencing events, including but not limited to Sales Excellence Training programs, test drive events, and retail marketing events. Able to work with internal and external stakeholders to manage project timelines and objectives.
• Create detailed customer journey maps to visualize the end-to-end customer experience, identifying pain points and opportunities for improvement. Collaborate with cross-functional teams to develop and implement a customer-centric CX strategy that aligns with the organization's goals and values.
• Refine customer interaction touchpoints throughout the entire Customer Journey using suitable tools, from digital to in-store experiences including invitation, welcoming, introduction, test drive, quotation, and finalizing the deal. Ensure that all customer touchpoints are seamlessly connected with a superior customer experience.
• Set up key factors for each step of the customer journey, utilize customer data and analytics to make data-driven design decisions, and monitor the effectiveness of customer experience strategies through factors and metrics. Stay updated with industry trends and best practices in customer experience management. Prepare and present quarterly reports on customer experience performance to senior management.

Key Objectives

• Keep Sales Excellence Training Content (European version) up to date with the product GTM timeline. Ensure all Regional Sales Excellence teams are aligned before new product launches.
• Organize/Support Sales Excellence Training, test drive, and other marketing events for partner network or end customers.
• Optimize European customer journey and customer experience standards. Follow up on implementation in the retail network and create CX diagnostic reports.
• Design experience scenarios, and sales tactics along the Customer Journey. Collect feedback and best practices.

Requirements

• Bachelor’s degree in marketing, education, psychology, or a related field is often preferred.
• At least 3 years' experience in a customer-focused sales training, experience, marketing, or a retail team, with a strong portfolio showcasing successful CX and marketing projects. Previous experience in automotive is preferred.
• Excellent English writing and presentation skills, other European languages or Chinese proficiency is a plus.
• Strong project management and communication skills to effectively collaborate with cross-functional teams and articulate design decisions.
• Proficiency in sales excellence content creation tools such as PowerPoint/Keynote, and familiarity with visual (photo/video) editing tools.
• Familiarity with analyzing data, gathering customer feedback, managing customer relationships, and implementing customer experience strategies.
• Knowledge and passion about the history, brands, customers, products, and technologies of the European automotive industry.
• A customer-centric mindset connected with our mission and a more sustainable future.
• Ability to work in a rapidly developing, dynamic environment and partner effectively with cross-border/cultural teams.

We offer:

• Performance and experience-based competitive remuneration
• 25 holidays + option to purchase 5 extra holidays.
• Commuting allowance
• Department & company-wide teambuilding events.
• An exciting opportunity to be part of European transition to Zero Emissions transportation and de-carbonization of the economy.

Our Purpose is to build a zero-emission future that reconnects humanity with nature and a World of clean air. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team 🌏