To act as champion for Customer Experience in a dealer facing role focusing on both sales and service activities.
Role Scope
* Target dealers with poor Viewpoint /RFT scores / dealers on Customer View Point (CVP) Support
* Develop action plans, using existing tools (CVP Website/ Training to drive improvement at poor performing sites
* Identify poor performers and provide written feedback to dealer management
* Agree action plans and monitor progress
* Drive improvement with the CVP Support Process by Site visits/Regional workshops/WebEx meetings
* Leverage Mystery Shop programmes (Car & CV, Sales & Service, Physical Mystery Shops) to drive improvements in dealer performance through effective coaching
* Run Dealer Group and Regional training sessions for Dealer and Field personnel on delivering Mystery Shop feedback; Identify and cascade best practice
* Increase dealer satisfaction with Ford programmes, by successfully positioning Mystery Shopping as a training and development opportunity, rather than a disciplinary tool.
* Attend and support Regional Training for Consecutive Fail Mystery Shop dealers
* Leverage Marketing Programmes/Quality Standards
* Ensure Ford field teams and dealers are trained to use the Customer Viewpoint Programme website
* Work effectively with Ford Field teams to ensure improvement actions identified are maintained
* Provide ad-hoc support i.e. reporting/analysis /training
Qualifications
Experience
* Dealer/Franchise experience (Sales or Service)
* Significant experience within the automotive industry
* Experience within customer satisfaction programmes (advantageous)
* Experience having worked with a high-performance, collaborative, constructive peer group
Knowledge
* Knowledge of how the dealer network operates
Skills
* Excellent analytical and written skills
* Excellent interpersonal skills
* Proficient on Microsoft Office (Word, Excel, PowerPoint)
* Excellent attention to detail
* Excellent organisational and time management skills
* Ability to work on own initiative and without supervision
Attributes
* Enthusiasm and professionalism against tight deadlines
* Enthusiastic, flexible and proactive
* Strong business acumen
* Drive and tenacity to make effective change
* People focused
* Passionate about making improvements
* Confident
Working Pattern and Location
* Permanent
* Monday-Friday
* Location: ideally located in Hertfordshire, Essex or Cambridgeshire
* Travel: Field based role with occasional overnight stays
Package
* Company car
* Fuel Card
* 25 days annual leave entitlement (plus bank holidays)
* Company contributory pension plan
* Life Assurance
* Car Salary Exchange Scheme
Seniority level
* Associate
Employment type
* Full-time
Job function
* Consulting
* Industries: Retail Motor Vehicles
Bedford, England, United Kingdom
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