Tasks
• Customer Service Training (Brand Values ??Focus): Design, adapt, and implement customer service and process training programs for external partners in line with Porsche global standards and initiatives such as ‘SPARK’ and the ‘Dealer Sales Journey’. Continuously refine content based on local market needs, mystery shopping insights, and learning preferences to ensure relevance. The goal is to instill a strong customer-first mindset and translate Porsche brand values ??into everyday behaviors that drive exceptional experiences across all customer touchpoints.• Assessment & Qualification: Manage the Porsche Global Certification System (PGCS) to assess and enhance external partner performance, focusing on product knowledge and customer service mindset. Ensure certifications align with defined qualification levels and Porsche global standards to support long-term workforce retention and engagement.• Product Training (non-technical): Develop and implement non-technical product training for external partners in line with Porsche global standards. Continuously adapt and enhance global and CLT platform content to suit local market needs, mystery shopping insights, and diverse learning styles—ensuring partners are well-equipped to effectively present and sell our products.• Mystery Shopping: Coordinate mystery shopping with external partners to assess product knowledge and customer service in line with Porsche standards and regional needs. Ensure Brand USPs and company values ??are consistently reflected. Manage external agencies, define evaluation criteria, and report findings to identify skill gaps and guide targeted training and feedback.• Organization Design: Collaborate with external partners to design fit-for-purpose organizational structures aligned with Porsche global standards. Develop 5–10-year org development plans to anticipate future resource needs, support business growth, and drive digital transformation and automation across the network.
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