The opportunity:
Join the team in the Training Manager - Direct to Consumer ANZ role. This role is responsible for implementing best practices and ensuring our in-store and virtual Direct to Consumer (DTC) sales and service teams have knowledge of the correct processes, system procedures, and resources to complete their roles efficiently.
Let's talk about the role:
The primary focus of this role is to develop and execute programs to increase the effectiveness of our in-store and virtual DTC sales teams and enable the delivery of excellent customer service. You will instruct, coach, and mentor in-store team and virtual DTC sales team members to build capability in customer service, using retail/enterprise systems and knowledge of processes. This role will work closely with the Retail Operations team, Sales and Product Training Manager, and People Solutions Specialist.
Let's talk about responsibilities: Provide coaching and mentoring in sales, customer service, product/solution knowledge, retail/enterprise systems, and processes, ensuring improvements in the success of the teams you coach. Identify and assess learning opportunities for teams and individuals, create learning plans, and provide regular reporting on progress. Work with the Sales and Product Training Manager to assign in-store and virtual DTC teams to sales and product training courses/self-paced content. Participate in designing processes and User Acceptance Testing system changes, ensuring the effective development and deployment of new processes and systems. Organise and deliver instructional demonstrations for in-store and virtual DTC sales team members to ensure there is a consistent delivery of customer service, use of systems, and execution of SOPs. Work closely and collaboratively with stakeholders (functions including operations, finance, marketing, and other DTC teams) to identify, plan, and prioritise training requirements. Design, develop, and manage the in-store and virtual DTC team onboarding experience and organise refresher training as required, ensuring in-store and virtual DTC sales team members are sufficiently trained in customer service, relevant systems, and processes. Let's talk about Qualifications and Experience: Required: Exceptional presentation and coaching skills, in both group settings and 1:1. Excellent written and verbal communication skills. Experience in project management, or demonstrate an ability to work with competing priorities and deadlines. Relevant experience working in retail, either as a retail sales assistant or store manager. Preferred: 3-5 years of work experience in the CPAP and/or Sleep Health industry. Strong understanding of CPAP products and solutions. Demonstrated experience in systems training (preferably in SFDC, Oracle, and Shopify). Benefits:
ResMed offers flexible/hybrid work arrangement options, and every new hire gets a ResMed welcome pack prior to joining! We also offer benefits such as:
Employee Stock Purchase Plan (ESPP). Employee Assistance Program (EAP). Career advancement opportunities. 20 weeks Paid Parental leave. 2-day Volunteer leave. Carers leave. Free gym & swimming pool access. Free parking, subsidised barista coffee, subsidised meals, and many more! About ResMed:
ResMed pioneers
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