Customer Convenience Manager

5 months ago

Melbourne, Australia Ford Motor Company Full time

**Key Responsibilities**
- Lead the Implementation & Scaling-up of Consumer Experience (CX) Initiatives in Service across the Ford Dealer Network by closely working with the FCSD Field team, CX Team and Central FCSD team
- Express Service
- Pick Up and Drop Off
- Service Loan Car
- Online Service Booking
- Mobile Service
- Lead for developing a Point of View on Customer Convenience future projects including:

- Mobile Service
- Service Triage (supporting CX Team)
- Other (TBC)
- Manage the Implementation Team (Contractors, International Markety Groups (IMG), Local resources)
- Resources to deliver the implementation and sustainment plan
- Partner with CX team on piloting of FCSD CX Service initiatives and implement the learnings into scale up
- Conduct Train the Trainer sessions for Field team & Purchase Service Resources on CX initiatives as necessary
- Engage with Key Stakeholders (Ford National Dealer Council, Ford National Service Managers Association and Ford National Parts Mangers Association) as needed to align and advance the Service CX Strategy
- Work with Key Stakeholders (Dealers, Field, IMG, AU Market Management) to improve performance and reduce variability in the network
- Establish KPI’s to support scaling and performance of CX programs implemented
- Lead contact with the vendor partners to support the Dealers, help in scaling up the initiatives and ensure vendors deliver as per SLA (MSXi)
- Sustainment of Consumer Experience (CX) Initiatives in Service across the Ford Dealer Network by closely working with the FCSD Field team, CX Team and Central FCSD team
- Express Service
- Pick Up and Drop Off
- Service Loan Car
- Online Service Booking
- Mobile Service
- Lead the Implementation & Scaling-up of Customer Convenience projects including:

- Mobile Service Van
- Service Triage (supporting CX Team)
- Other (TBC)
- Continue to establish KPI’s to support scaling and performance of CX programs as implemented
- Lead contact with the vendor partners to support the Dealers, help in scaling up the initiatives and ensure vendors deliver as per SLA (MSXi)
- Manage the Implementation Team (Contractors, IMG, Local resources)
- Resources to deliver the implementation and sustainment plan

**Area of professional exposure (Functional/Technical)**
- 4 Years field experience as Service Zone manager or managing Retail Service activities in a franchise operation.
- Detailed Process knowledge of Service operations, Systems and Procedures
- Experience of Customer facing process Implementation and change management
- Up to date on the latest trends and technologies impacting Consumer Experience at transactional level
- Experience on Dealer & Customer Relationship
- Excellent analytical abilities to dwell on a thorough Root cause finding
- Proven Effective, organizational, planning and time management skills
- Problem-solving skills.
- Project Management Skills including change management
- Willing to extensively travel across Dealer Network for onsite consultancy.

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