6974BR
Job Title Consumer Experience Specialist
Location Pittsburg
State Pennsylvania
Company Ford Motor Company
Job Description & Qualifications
Primary Objectives
· Drive all regional and store customer satisfaction initiatives to create a brand defining consumer experience
· Identify 10 – 15 high impact stores within the Region to provide in-store support to FL Store Satisfaction & Service Satisfaction focusing on Customer Viewpoint VOC Key Drivers / Sales & Service Loyalty Metric
· Support the planning, development, implementation and sustainment efforts for the Consumer Experience Movement as the regional Subject Matter Expert
Responsibilities:
· Responsible for achieving regional sales and service satisfaction targets
· Work with the 10 – 15 high impact stores to improve customer satisfaction and drive engagement
· Stores should be selected based on current Customer Viewpoint metrics, volume and interest to take necessary actions to improve.
· Perform needs assessments to identify opportunity areas within each store through all consumer touch points
· Utilize findings from needs assessment to collaborate with store employees in creating recommendations for improvement and development of sustainment plans. This may include process, people or technology issues.
· Conduct store employee meetings to review action plans
· Develop recommendations for outside support from existing Ford/ non-Ford programs (incl Consumer Experience Movement)
· Ensure proper implementation of SYNC My Ride Sessions (i.e. Technology Delivery Allowance Utilization)
· Provide Zone Manager support for improving the consumer experience inallstores by co-leading meetings in non 'high impact' stores along with Zone Manager to assist in establishing key work streams that will be followed up by Zone Manager
· Coordinate efforts to execute GSO support initiatives related to the consumer experience and customer satisfaction.
· Responsible for communication and training to drive improved performance for all stores.(i.e. GCVP, Quick Touch, Technology Delivery Allowance, Consumer Experience Movement, etc.)
· Coordinate with CEM coaches at dual CEM and high impact stores to drive improvement in the consumer experience (store owners determine level of CES involvement with the CEM deliverables)
· Coordinate Regional meetings and seminars on improving the consumer experience and customer satisfaction including enrolling stores in Consumer Experience Movement
· Monitor and support the Sales and Service Training Certification processes
· Coordinate with Lincoln Specialists to maximize efforts in high impact stores including Ford/Lincoln duals
· Support expanded utilization of CVP Quick Touch
Support Market Area Training Managers and assist with coordinating overall regional training resources for customer satisfaction and the Consumer Experience Movement.
Base Position Requirement:
* Seasoned individual (5-7 years of experience) in the automotive or retail industry with extensive experience working directly with dealers / franchisees
* Proven ability to convince dealers / franchisees to invest money, time, energy and personnel into his / her business to enhance customer experience and processes to improve long-term sales – service performance
Skills and Requirements:
o A passion to develop innovative approaches to improve customer satisfaction and engagement
o Extensive automotive manufacturer or retail experience, including dealership/retail facing assignments
o Thorough knowledge of automotive dealership operations, with the ability to work effectively within a variety of different dealership environments
o A solid understanding of how people go through change and the improve processes
o Experience and knowledge of change management principles and methodologies
o Familiarity with project management approaches and tools
o Ability to work effectively at all levels in an organization
o Problem solving and root cause identification skills
o Strong analytic and decision making abilities
o Exceptional communication skills both written and verbal
o Have confidence and innovation to challenge ideas or current thinking
o Ability to maintain focus, self-motivation and tenacity to see projects successfully achieved
o Must be a team play with the ability to work with and through others to achieve objectives
The distance between imagination and …. Creation. It can be measured in years of innovation, or in moments of brilliance. And, it can be a road you start traveling right now. When you join Ford Motor Company, your journey begins. You become part of a team that is already leading the way, with ingenious solutions and attainable products – and it is always ready to go further.
At Ford Motor Company, the distance between you and an amazing career has never been shorter. Join the Ford team today, and discover the benefits, rewards and development opportunities you’d expect from a diverse global leader.
Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
By choice, we are an Equal Opportunity Employer committed to a culturally diverse workforce.
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