Sam Grantham

Still working within the EMEA Learning and Development, but moving onto a more Product and Content focused role. Building original video and audio content to educate and excite our teams on our products, non-Tesla products and the ever growing world of EVs.

As of August 2019 I was privileged to join the small yet mighty team of Trainers and Coaches that make up the Tesla EMEA Learning and Development team. Sharing responsibility for the coaching and supporting of our European Sales and Delivery teams through ILT, VILT, as well as resource and content creation. A huge learning curve for me but also a fantastic opportunity to take 5 years of experience at Tesla and apply it to how we welcome new team members, up-skill our current team and assist in the implementation of new systems, initiatives and ideas.

I was approached by our EMEA Delivery Team and UK Delivery management to step into a role at our London Delivery Hub in Heathrow. In this role I was tasked with ensuring our busiest UK new vehicle Delivery location was running smoothly from vehicle arrival to customer collection, championing the highest levels of customer service throughout and process efficiency throughout. The ultimate goal was to get this site ready for a significant volume increase. From day one this role involved. - Leading various stake holders (Retail Development, wider Delivery team, Systems + IT etc...) on a project which involved converting a newly acquired building into a fully operational large scale Delivery center, reporting to the EMEA Director as well as other senior managers. This project had a strict completion date and budget which were both met (just...) - Implementing a consistent delivery experience with clear structures and processes designed to offer customers a second to none new vehicle delivery journey. - Working with other Delivery Hubs across EMEA to assist in process and flow improvements after a huge increase in European Deliveries. This included leading a team of UK staff at our one of our busiest Northern Europe locations that was operating inefficiently. Within 2 weeks we had completely overhauled the logistics and site management side of a operation capable of processing 1000's of cars a week, receiving excellent feedback from both local and regional managers.

Working directly with EMEA leadership, I spent just over 2 months working at our European Head Office assisting with a large scale up' operation allowing the business to deliver significantly higher volumes through its existing infrastructure. In this role I was responsible for coaching teams that were struggling with KPI's, creating and delivering 'black spot' directed training programs with very little time to prep as well as managing team leaders for every major EMEA region. I was also responsible for collating daily updates on team performance as well as setting out action plans moving forward.

Promoted to a Store Coordinator/Assistant Store Manager role, assisting in the management of the Gatwick Sales team (7 people in total). I was responsible for rota's, site management, fleet management, organising offsite marketing events as well as in store corporate activities. During this period Gatwick was rated as one of the top 10 performing locations globally for Sales and CSAT.

My first position with Tesla, on the front lines of EV Sales everyday both in the showroom and at events. My roles required a deep knowledge of our own products, as well as the rapidly changing industry surrounding Electric Vehicles and 'Energy'. The role required excellent people skills as many conversations stemmed from a persons negative perception of EV's, requiring us to build confidience in more than just the product.

After a stint as a trainee manager, I secured a position as a Assistant Customer Service Manager at our regional flagship branch. Here I assisted, along with 2 other managers, in the running of the business Sales team in the region, responsible for millions of pounds of revenue each month. I was regularly the only manager in charge of a team of 50-70 people plus, with a team of direct reports (team leaders, senior partners) all of whom reported to me.

I joined the John Lewis Partnership as a part-time Customer Service Partner, quickly moving up to a Team Leader position before being seconded to another store in a trainee manager role. Waitrose as a business prides itself on efficiency and outstanding levels of customer service, values I have carried to this day.