Role Purpose
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 communication skills
Excellent Presentation 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
Customer focused
Self-starter
Drive and tenacity to make effective change
People focused
Passionate about making improvements
Confident
Working Pattern and Location
40 Hours per week
Permanent
Monday-Friday
Location: ideally located in Hertfordshire, Essex or Cambridgeshire
Travel: Field based role with occasional overnight stays
Package
£35,000 per annum, after probation £36,000
Company car
Fuel Card
25 days annual leave entitlement (plus bank holidays)
Company contributory pension plan
Cashback healthcare scheme
Life Assurance
Car Salary Exchange Scheme
You can learn more about MSX International on our website: MSX International
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