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, written, communication and interpersonal skills
* Excellent Presentation skills
* Proficient on Microsoft Office (Word, Excel, PowerPoint)
* Excellent attention to detail; organisational and time management skills
* Ability to work on own initiative and without supervision
Attributes
* Enthusiasm and professionalism against tight deadlines
* Confident, flexible and proactive
* Strong business acumen
* Customer focused
* Self-starter
* Drive and tenacity to make effective change
* People focused
* Passionate about making improvements
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