Guest Experience Training Facilitator at Abdul Latif Jameel Company Limited

Jeddah, Makkah Region, Saudi Arabia -

Full Time

Start Date

Immediate

Expiry Date

18 Jul, 26

Salary

0.0

Posted On

19 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Facilitation, Curriculum Development, Training Delivery, After-sales Operations, Service Management, Technical Training, Adult Learning Methodologies, Performance Analysis, Certification Management, Strategic Planning, Communication, Analytical Thinking, Leadership, Problem Solving, Customer Experience

Industry

International Trade and Development

Description

Abdul Latif Jameel comprises diversified businesses with deep roots in the Middle East, North Africa, and Turkey (MENAT region). Strong networks and long-established relationships make us a powerful partner, opening doors for those who want to do business in the region. Our businesses represent some of the world’s leading brands, earning us their trust and building long-lasting and mutually beneficial relationships. Our commitment to anticipate and support our partners’ needs has driven our success. From our modest beginnings 75 years ago as a small trading business and then a Toyota distributorship in Jeddah, Saudi Arabia, we have established an extensive operations infrastructure, built the largest vehicle distribution network in Saudi Arabia, and, along the way, we have accumulated comprehensive automotive expertise throughout the region. Applying our vast experience in the automotive sector, we’ve used our expertise and operations infrastructure to diversify into new sectors that contribute to the ‘infrastructure of life’ in the MENAT region. Financial Job Dimensions Degree of supervision The job holder operates with periodic supervision and structured alignment reviews.Level of Authority The job holder exercises shared decision-making authority with relevant internal stakeholders in line with approved governance and policies.Purpose of the Job The Facilitator is responsible for the end-to-end execution of Guest Experience and After-sales training programs within ALJ HITCL. The primary goal is to enhance operational efficiency by equipping Service and Parts frontline staff with high-level functional and behavioral competencies. The Senior Facilitator will act as a strategic partner to the business, ensuring that training initiatives directly translate into improved service quality and organizational growth.Key Accountabilities: Description Curriculum Development: Design, update, and implement comprehensive training content for Service, Parts and Sales staff, focusing on technical, functional, and guest experience competencies. Training Delivery: Plan and facilitate high-impact training sessions, including TMC (Toyota Motor Corporation) certified programs and customized courses based on annual Training Needs Analysis (TNA) Certification Management: Oversee the full certification lifecycle for Service Advisors (TSA) and Parts Advisors (PARTS 21), including the administration of theoretical and practical assessments Digital Learning Oversight: Manage the online learning ecosystem for Service Advisors via the TEAM GP platform, ensuring seamless registration, access, and completion tracking. TMC Integration: Coordinate with the Toyota Certification Management Center (CMC) via the Oasis site to ensure all local certifications meet global brand standards. Gemba & Quality Assurance: Conduct regular "Gemba" visits to service centers to evaluate training effectiveness, identify performance gaps, and consult with center management on evolving training needs. Strategic Planning: Develop and execute short-to-medium-term training roadmaps to ensure a steady pipeline of highly qualified, high-caliber talent for the organization. Key Accountabilities: Performance Indicators Learner’s satisfaction & On-Time completion rate Learner’s satisfaction, On-Time completion rate & facilities utilization. On-Time Completion rate On-Time processing and reporting & reporting accuracy. Timely resolution of issues # of Visits annually On-Time Completion rate & Deliverables quality Major Activities Design, update, enhance and maintain guest experience training curricula for Service, Parts, and Sales roles in alignment with business and OEM standards. Customize training content and learning pathways based on Training Needs Analysis (TNA) and operational performance gaps. Plan and deliver high-impact classroom, workshop, and blended training programs, including TMC-certified courses. Facilitate engaging learning experiences using adult learning methodologies, simulations, and practical case applications. Manage the end-to-end certification process for Service Advisors (TSA) and Parts Advisors (PARTS 21), including assessments and results reporting. Oversee Service Advisor learning journeys on the TEAM GP platform, ensuring accurate registration, tracking, and completion reporting. Coordinate with Toyota Certification Management Center (CMC) via the Oasis system to ensure alignment with global certification standards. Conduct regular Gemba visits to service and retail locations to evaluate training effectiveness and identify capability gaps. Translate Gemba insights, learner feedback, and performance data into continuous improvements in training content and delivery. Contribute to short- and medium-term training roadmaps to support a sustainable pipeline of qualified frontline talent Job Context The Guest Experience Training Senior Facilitator is a subject-matter expert responsible for designing, delivering, and governing high-quality training and certification programs for Service, Parts, and Sales frontline roles. The role translates business needs, OEM standards, and TNA outcomes into practical learning interventions that enhance customer experience and operational performance. Working closely with Toyota Motor Corporation, digital learning teams, and business stakeholders, the role ensures training quality, certification compliance, and continuous improvement through on-the-job (Gemba) engagement.Framework, Boundaries & Decision Making Authority The role operates within HITCL academic governance, OEM (Toyota) certification standards, and approved learning frameworks. It has authority to design and deliver training, administer assessments, and recommend improvements, while adhering to defined policies, budgets, and digital platform governance. Final approval of academic standards, certifications, budgets, and 3 system changes remains with the relevant governance and leadership functions. Organizational / Functional Strategic Focus Enable consistent, high-quality guest experience capabilities across Service, Parts, and Sales by translating business priorities and OEM standards into impactful training and certification outcomes. Strengthen frontline performance and customer experience through practical learning, certification integrity, and continuous improvement.Minimum Qualifications Bachelor’s degree in engineering, Automotive Technology, or related fieldsMinimum Experience 5 - 7 years of experience in service management and frontline roles, ideally within the automotive or after-sales sectorJob-Specific Skills Facilitation & Leadership: Proven ability to lead large groups and influence behavioral change. Technical Knowledge: Deep understanding of After-sales operations (Service & Parts) and sales Analytical Thinking: Ability to conduct TNA and measure ROI on training programs. Communication: Fluent in English and Arabic with exceptional presentation and interpersonal skills. • Resilience: High stress tolerance and the ability to solve complex problems in a fast-paced environment Languages Professional fluency in both English and ArabicSpecial Certifications / Membership Certified Service Advisor, OEM-certified programs, or Certified Facilitator (preferred)Competencies Ensures Accountability (Individual Contributor)Focuses on the customer (Individual Contributor)Fosters Collaboration (Individual Contributor)Learns Through Reflection (Individual Contributor)Plans & Aligns (Individual Contributor)Why Work for Us? With a truly international footprint and more than three quarters of a century of commercial success behind us, we are today, not only a leading employer across the Middle East, North Africa and Turkey (MENAT) region, but also offer exciting opportunities worldwide, from Chile to Japan, from the UK to Australia. Our values guide the way we work with our business partners, within our communities, and with each other. Through Respect, Innovation, a Pioneering Spirit, and Empowerment, we are proud of our culture which sees ideas blossom, people thrive and successes flourish.

Responsibilities

The facilitator is responsible for the end-to-end execution of guest experience and after-sales training programs to enhance operational efficiency. They will design training content, manage certification lifecycles, and conduct on-site visits to ensure training effectiveness and quality standards.