Hi, I’m Helen and I lead the learning and curriculum design team.
I’ve been involved in training and development for twenty five years – oooh, it hurts just a little bit to say twenty five years! As a facilitator, with real-life experience as a manager of people, I hope to provide a credible and challenging learning environment. I understand the importance of creating new habits and behaviours, which enables participants to become aware of their impact on others and through that awareness, develop their own culture of excellence. I am an advocate of individuals taking responsibility for their own development and enabling them to consistently deliver an exceptional experience to those around them.
From the start of the 2000’s I held the position of Business Skills Training Manager for DaimlerChrysler UK. In this role I was responsible for the sourcing and delivery of pan-brand non-technical training throughout the United Kingdom. I was also specifically responsible for the development and implementation of Management Assessment and Development Centres for the recruitment of Market Area Directors (Sales and Aftersales) and the certification of Sales Executives, through a localised global certification programme, for Mercedes-Benz. Both of these programmes are still in operation today.
Since 2006 I’ve been fortunate enough to have developed and delivered bespoke content for luxury automotive clients, including Porsche in North America, Great Britain and the Middle East, McLaren, Mercedes-Benz AMG, Volvo, Bentley and Volkswagen Group of America. My experience with these brands means that I have a really clear understanding of the uncompromising standards that customers demand and I like to translate this into accessible yet challenging content for participants. I absolutely love learning, so as a lifelong learner myself, I am always looking for new and innovative methods to engage participants. My approach involves learners developing, growing and changing from the inside out; what I mean by that, is that people have to want to change and that helping participants see how a change will benefit them personally is key to making training ‘stick’.
Because I am fascinated with human behaviour, working on developing behavioural frameworks for competency-based assessments is something I have really enjoyed. Developing measurement criteria for both Sales and Aftersales job role functions, enabling manufacturers and individuals to clearly understand their performance in real-world scenarios and how this performance impacts their daily interactions with customers. Examples include Bentley’s global Silver Accreditation After Sales (for Service Advisors) and Renault UK’s Sales and Service Manager Accreditation programmes. I also worked extensively as an Assessor, working with Porsche Cars Great Britain for almost a decade (yikes!) to assess the performance of staff and managers. My understanding of the requirements of both Sales and Aftersales to drive profitability and ensure effective team dynamics means that the content I develop is meaningful and applicable to participants immediately.
One of the best things I ever did was to become a qualified Personal Development Coach. Doing this has allowed me to combine my knowledge of developing individuals with the operational requirements of a changing automotive industry – one in which the understanding of, and the ability to translate the concept of ‘service’, is key to developing materials which bring alignment of behaviours to brand values and customer expectations, quickly and elegantly. My coaching experience includes working with Dealer Principals and their management teams to understand the strategic aims of their departments, and overall business, in order to deliver the outcomes they need to achieve their goals.
Some people may think I am a little bit nuts, but I start every day at 5.00am with a fabulous morning ritual which sets me up for the day ahead – it includes a gratitude practice, a gym session, meditation and reading – I’m not quite into the cold showers yet, but I believe they are supposed to do great things! In my downtime (ha – what’s that I hear you ask?) I enjoy spending time with my gorgeous daughters, cooking, shopping and chilling out watching everything ever created in the Marvel Universe in chronological order – yes, including the TV series.