Guest Experience Training Facilitator

About the role

The Guest Experience Training Facilitator will design, deliver and manage training programmes for Service, Parts and Sales teams within ALJ HITCL. The focus is on elevating guest experience and after‑sales competencies through high‑impact learning interventions.

Key responsibilities

• Design, update and implement comprehensive curricula covering technical, functional and guest‑experience skills for Service, Parts and Sales staff.
• Plan and facilitate training sessions, including Toyota Motor Corporation (TMC) certified programmes and custom courses derived from the annual Training Needs Analysis.
• Manage the full certification lifecycle for Service Advisors (TSA) and Parts Advisors (PARTS 21), overseeing theoretical and practical assessments.
• Oversee the online learning ecosystem for Service Advisors via the TEAM GP platform, ensuring smooth registration, access and completion tracking.
• Coordinate with the Toyota Certification Management Center through the Oasis site to align local certifications with global brand standards.
• Conduct regular Gemba visits to service centres to assess training effectiveness, identify performance gaps and advise centre management on evolving learning needs.
• Act as a strategic partner to business units, ensuring training initiatives translate into improved service quality and organisational growth.

Required profile

• Proven ability to execute end‑to‑end Guest Experience and After‑sales training programmes for Service, Parts and Sales teams.
• Experience collaborating with internal stakeholders to align training with business objectives.
• Familiarity with certification processes and quality‑assurance practices in an automotive environment.

Required skills

• TEAM GP platform
• Oasis site