About Us
Domestic & General is a leading provider of appliance care and protection solutions. We work with some of the world’s best-known manufacturers and retailers – helping millions of households keep daily life on track.
About the Role
Learning & Development Consultant - EU is a business‑critical role that is accountable for delivering D&G’s International Sales Blueprint to our French and Spanish OEMs. The Learning & Development Consultant will be responsible for delivering targeted conversion performance on D&G’s core campaigns across the Spanish and French OEM markets.
This role will involve travel to Contact Centre sites in both Spanish and French markets (currently, but not limited to Madrid and Serbia) and the UK (Wimbledon). Overnight stays will be required at the company’s expense. Flexibility is therefore required. Approx. 50% of time will be spent travelling, which will equate to up to 2–3 days onsite at client contact centres each week.
Responsibilities
* Work collaboratively with OEM Trainers and D&G L&D Team to develop effective sales training, scripting, supporting material, and delivery mechanisms which enable improved sales performance.
* Design and implement coaching, development standards, and operating rhythms which drive effective sales.
* Coach Team Leaders to be effective sales coaches through observations and feedback sessions.
* Deliver effective sales training including, but not limited to, sales inductions and continuous development programmes.
* Identify opportunities for performance improvement through trend analysis and effective action planning.
* Conduct top‑to‑bottom sales reviews of our OEM Contact Centres and develop realistic action plans to improve key KPI performance.
* Conduct analysis of Sales Agents to establish profiles of the most effective Sales Agents and apply these learnings to recruitment, training, and management activity.
* Collaborate with peers to share Contact Centre best practice across our International markets to ensure consistency of OEM sales activity.
* Work collaboratively with the Senior Key Account Managers for Spain/France (OEM) to demonstrate appropriate interventions are in place to achieve conversion rate targets.
* Work collaboratively with Account Managers in the design and implementation of ad‑hoc staff incentives that drive performance in key areas.
* Chair regular Call Calibration Sessions to share best practice with our OEMs.
* Connect with D&G Quality Assurance Team to understand performance trends and ensure that training and coaching interventions also deliver the desired quality and compliance standards.
* Provide feedback and recommendations to product teams on product performance and areas for improvement.
* Maintain effective working relationships with OEM Contact Centre Managers, Team Leaders, Trainers, and Agents to ensure best practice sales techniques are embedded.
* Chair Monthly OEM Performance Meetings alongside Senior Key Account Manager (OEM).
* Provide regular reports on Contact Centre performance including executive summaries and progress on actions taken to date.
* Take responsibility for being the day‐to‐day point of contact for our OEMs from a sales performance perspective.
Key Skills & Experience
* A background in a sales training role, ideally gained in the financial services sector or another regulated industry. Experience training contact centre staff is a great benefit but is not essential.
* Ability to identify training needs from sales performance data.
* Strong English, French, and Spanish spoken skills.
* Ability to communicate effectively and build relationships with stakeholders within an international environment.
* Strong organisational and time management skills.
* Strong presentation skills.
Domestic & General is an equal opportunities employer, which means we treat people fairly and welcome applications from all suitably skilled individuals regardless of gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment, or marital/family status.
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