Director, Sales & Customer Care Training

Oxford Nanopore Technologies; Oxford; Hybrid; GBP 120,000 - 180,000; Full time

Job summary

Oxford Nanopore Technologies seeks an experienced Director of Sales & Customer Care Training to lead scalable learning programmes across EMEAI, including governance, certification and enablement. You will translate complex scientific content into practical commercial training and drive readiness for product launches and ongoing growth.

The role reports to the Director of Commercial Training and works with Marketing, Product, Commercial Operations, Technical Services and Clinical teams.

Qualifications

• Degree in life sciences or equivalent.
• Extensive commercial experience within life sciences, diagnostics or biotech across sales, marketing, technical or training roles.
• Experience leading global capability, transformation or launch-readiness programmes in a matrix organisation.
• Ability to translate complex scientific content into effective commercial training.
• Experience developing competency frameworks, certification and measurable learning programs.
• Experience leading senior training professionals and managing priorities, budgets and external partners.
• Experience supporting regulated environments and partner or distributor enablement.
• Strong interpersonal and communication skills with an approachable manner.

Responsibilities

• Set the global sales and customer care training strategy and operating plan aligned with commercial priorities.
• Govern training readiness, product launches, coordinate resources and co-develop training content.
• Develop e-learning, onboarding, upskilling and certification programs for Sales and Customer Care.
• Define and implement competency frameworks for Sales and Customer Care.
• Use performance metrics and field insights to identify capability gaps and required interventions.
• Embed training skills and behaviours through sales and customer care processes, CRM and manager reinforcement.
• Establish KPIs and continuously improve training impact and performance.
• Lead cross-functional partnerships to deliver scalable training and enablement across regions.

Skills

Commercial experience

Training leadership

Global programme leadership

Translate science to training

Stakeholder management

Budget & resource management

Partner enablement

Communication

Education

Degree in life sciences or equivalent

Job description

Job Description

Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology for faster, information rich, accessible and affordable molecular analysis.

Job Description

Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology for faster, information rich, accessible and affordable molecular analysis. The first application is DNA/RNA sequencing, and the technology is in development for the analysis of other types of molecules including proteins. The technology is used to understand and characterise the biology of humans and diseases such as cancer, plants, animals, bacteria, viruses, and whole environments. With a thriving culture of ambition and strong innovation goals, Oxford Nanopore is a UK headquartered company with global operations and customers in more than 125 countries. Oxford Nanopore Technologies is seeking an experienced Director of Sales & Customer Care Training to lead our scalable learning programmes, training governance and operating model, sales and customer care capabilities, competency and certifications, partners enablement, sales methodology adoption and continuous commercial upskilling across regions. This role can be based across EMEAI (UK, Denmark, Belgium, France, Germany, Netherlands or Sweden), and involves travel across EMEAI, up to 40%.

The Details…

Reporting to the Director of Commercial Training, NPI & Partners, this role will lead scalable learning initiatives that enhance onboarding, sales capability, certification programs, sales methodology adoption, leadership effectiveness and continuous commercial growth across regions.

Working across Strategic Marketing, Product Management, Sales Leadership, Commercial Operations, Technical Services and Clinical functions, this role translates business and product strategy into effective training capability frameworks. The role is accountable for measurable training readiness, adoption and commercial impact across ONT’s diverse portfolio.

Key Responsibilities

Strategic Leadership

• Set the global sales and customer care training strategy and operating plan aligned with commercial priorities
• Lead governance for training readiness, product launches, co-ordinate resources and co-develops training content as required
• Develop e-learning, onboarding, upskilling and certification programs for Sales and Customer Care organisations
• In alignment with project owners, define and implement competency frameworks for Sales and Customer Care
• Use performance metrics and field insights to identify capability gaps and required interventions.
• Embed consistent training skills and behaviours through sales and customer care processes, CRM and manager reinforcement.
• Establish KPIs and continuously improve training impact and performance.

Sales and Customer Care Capability and Enablement

• Equip Sales and Customer Care teams with the training, tools and resources needed to perform effectively and deliver strong customer outcomes.
• Develop role-based programs that strengthen product and process knowledge, commercial skills, customer engagement and application understanding.
• Measure program effectiveness and continuously improve training using performance data, stakeholder feedback and product developments.

New Product Launches

• Partner with Strategic Marketing and Product Management from the outset of each launch to shape up training strategy, content development and training adoption
• Translate scientific, product and market strategy into role-specific learning, certification training assets
• Define training standards for Sales, Customer Care and partners, coordinating technical dependencies with the Technical Services Training Manager.
• Ensure training is scientifically accurate, commercially relevant and appropriately reviewed for regulated environments.
• Measure readiness and adoption, escalating material risks with clear mitigation recommendations

Training Operations and Process

• Establish SOPs and governance for the global Sales and Customer Training team aligned with technical training and wider PD&C process, covering program intake, training cadence, prioritisation, development, approval, delivery and maintenance.
• Define clear cross-functional processes, roles and hand-offs to support efficient training delivery and launch readiness.
• Develop and improve the systems, processes and tools required to support training for Sales and Customer Care.

Functional Leadership & Organisational Capability

• Set project priorities and performance goals expectations for the Sales and Customer Care Training team.
• Define roles, responsibilities and career development pathways across the function to ensure team motivation, growth and retention
• Provide senior leaders with clear reporting on priorities, readiness, impact and risk.

What We’re Looking For…

• Degree in life sciences or equivalent.
• Extensive commercial experience within life sciences, diagnostics or biotechnology, with experience across sales, marketing, technical or training roles.
• Experience leading global capability, transformation or launch-readiness programmes in a matrix organisation.
• Ability to translate complex scientific and technical content into effective commercial training.
• Experience developing competency frameworks, certification and measurable learning programs.
• Experience leading senior training professionals and managing priorities, budgets and external partners.
• Experience supporting regulated environments and partner or distributor enablement.
• Strong interpersonal and communication skills, with an approachable manner.
• Ability to work collaboratively and communicate effectively in a highly matrixed organisation.
• A confident communicator, with the ability to influence senior stakeholders.
• Knowledge of sequencing, genomics or NGS applications across research, clinical or biopharma markets would be beneficial.
• Experience in product marketing, technical sales, field applications or another customer-facing commercial role would be desirable.

If you are passionate about developing commercial capability, driving organisational performance and building world-class global training programmes, we'd love to hear from you.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.

About Us

Oxford Nanopore Technologies: Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology for faster, information rich, accessible and affordable molecular analysis. The first application is DNA/RNA sequencing, and the technology is in development for the analysis of other types of molecules including proteins. The technology is used to understand and characterise the biology of humans and diseases such as cancer, plants, animals, bacteria, viruses, and whole environments. With a thriving culture of ambition and strong innovation goals, Oxford Nanopore is a UK headquartered company with global operations and customers in more than 125 countries.