Lead Aftersales Academy Coach

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