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Customer Experience and Service

Manager, Commercial Training

Mahwah, NJ, USA

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Manager, Commercial Training

At Polestar we don't just drive innovation in our cars – our entire business model is different from our competitors. We’re looking for a creative, innovative, experienced, and hands-on professional to develop and maintain the commercial training strategy for Polestar in North America.

 

Let us describe the challenge we offer

The Manager of Commercial Training will oversee everything revolving around the consumer, from sales satisfaction through to owner’s satisfaction. You will be responsible for managing all commercial training, owner’s information, as well as customer support services in the North American market. This will include strategizing and developing new ways to engage and retain our Space (retailer) personnel, who work on our front line directly with future customers. You will drive market needs working collaboratively with Polestar’s global headquarters.


This role requires 10-15% overnight travel throughout North America

 

What you’ll do

  • Manage and oversee a team of commercial training team, manage, and build time plans for major commercial training projects, and continuously enhance the training experience of our Polestar Spaces
  • Review new courses created globally and support with market adaptation, as well as updates to existing courses
  • Create a commercial training schedule that supports our network expansion, as well as the growth within our retailer locations
  • Handle local support cases for training from Polestar Spaces and Service Points, including but not limited to training portal access, administration, and a monthly follow up on off-boarding of users on the platform
  • Ensure 100% training completion and compliance with support from the regions
  • Oversee consumer services including but not limited to Customer Support and 24/7 support, while gathering the customer feedback (voice of customer) and funneling it back into everything we do
  • Drive the collection of ownership experience surveys and other customer satisfaction surveys, as well as mystery shopping, and work with the Quality team to match OX/CX surveys with quality surveys
  • Develop performance metrics and initiatives to assess performance and satisfaction of training programs, followed by the generation and distribution of training reports for internal, Polestar Space, and Service Point personnel
  • Act as the training team’s ambassador to encourage all internal employees to join all training & CX webinars in order to keep everyone in the company engaged and excited
  • Follow up on findings from mystery shopping and Net Promotor Scores, collaborating with relevant teams
  • Deliver The Polestar Way webinar as part of onboarding journey for new employees, with central support as needed

 

Who you are

  • 7+ years of experience in a similar role with a focus on consumer facing training
  • Previous experience working in automotive for a premium OEM highly preferred
  • Proven experience delivering training and individual coaching to retail teams
  • You understand the needs of a premium customer within a retail environment, acquired through experience with a premium OEM or retailer for a premium brand
  • Demonstrated experience analyzing customer data and insights which ensure that the customer journey and experience is at the heart of everything we do
  • You are imaginative in your approach and strive for ways to enable change
  • Firm understanding of the key customer satisfaction and sales drivers in a premium retail industry
  • Ability to think strategically and work tactically, with strong project skills
  • Ability to work with and present to dealer principals
  • Drive and determination to work in an evolving, ever changing environment
  • You are able to work on a flexible time schedule as global meetings are with team members in Europe and Asia.

 

Polestar - the guiding star

Polestar is an electric performance brand, determined to improve the society we live in by catalyzing the change to sustainable mobility. We are a global team of highly talented individuals who share a passion to change the world. We challenge conventions and we challenge ourselves for the purpose of innovation. We believe innovation is a team effort and that just like each component is critical to the performance of our cars each person working at Polestar is as important to the team and its performance. We work in close collaboration across empowered global teams that don’t settle for anything less than excellence.

Is this you? If you are interested in joining the Polestar family, don't wait with submitting your application. We apply a continuous selection process and the job post will be open until the position is filled.

Business Analyst with expertise in Aftermarket

Date
Category
Digital & IT
Location
Polestar Digital

Business Analyst with expertise in Aftermarket

Digital & IT
Polestar Digital
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