Consumer Experience Manager
1 week ago
The role is primarily responsible for developing and implementing strategies that will deliver a competitive advantage through a differentiated, transformational, and best in class sales and service dealership experience for the customer. The role will lead and manage the consumer experience (CE) through all dealership & Ford touch points. The role will be responsible for the coordination and execution of all enablers that create a brand defining consumer experience (across both sales and service).
**What you'll be able to do**:
Work with high impact stores to improve customer satisfaction, drive engagement and ultimately retention.
Support the Company role and Board of Governors, ensuring the Academy Programme is inclusive of CE processes that will benefit the network.
Identify, develop and implement strategies that will improve internal Ford processes across both regional and dealership initiatives with an aim of increasing customer satisfaction and engagement with the brand.
Lead the management, review and communication of customer satisfaction metrics and performance at market, regional and dealer level.
Review Zone Managers Dealer visit reports. Identify, develop and implement business improvement strategies.
**Minimum requirements we seek**:
- Strong business acumen in sales, service and marketing
- Strong communication skills, both verbal and written
- Ability to develop and maintain strong relationships with other departments, all management levels and dealer relations.
- Ability to manage projects through cross-functional partners.
- Ability to influence others - peers, management, dealers.
- Sound interpersonal communication skills
- Demonstrated focus on driving for results
**Our Preferred Requirements**:
- Bachelor of Business or appropriate Degree
- Minimum 3 years’ in Consumer Experience
- Previous experience with dealers is an advantage
- Current driver’s license
**What you’ll receive in return**:
As part of the Ford family, you will enjoy excellent compensation and a comprehensive benefits package that includes up additional days of leave, discounted vehicles, learning and development programs, inclusive social programs, and much more. You will also experience exciting opportunities for professional and personal growth and recognition.
If you have what it takes to help us redefine the future of mobility, we would love to have you join us.
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