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About this position

The Market Executor for Ford Customer Service Application is responsible for implementing, debugging, and maintaining Ford applications, improving online service processes, and leading customer experience initiatives within the dealer network.

Responsibilities

• Implement, debug and maintain Ford applications e.g. FordPass (Ford & Customers) and FordServe (Ford's dealers & Customers)
• Improve the process and quality of online service booking and express services
• Lead for Implementing, Scaling-up & Sustainment of Service Retail Consumer Experience (CX) Initiatives in the dealer network by closely working with the Service Zone Managers and Central CX & FCSD teams.
• Lead for implementing the new 'Uptime' Improvement project.
• Partner with CX team on their pilot of CX Service initiatives and implement the learnings into scale up.
• Conduct Train-the-Trainer sessions for the Field team (Zone Managers) & Purchase Service Resources on New CX initiatives as necessary.
• Lead for recommending and executing program improvements on new technology platform and observing user feedback to recommend improvements to existing technology
• Collaborating with management, departments and customers to identify end-user requirements and specifications
• Monitor the performance of Service CX Initiatives across dealers and help them to improve the performance by reducing variability in the network.
• Put measures in place with the support of the Dealer Network to ensure sustainment of Service CX initiatives.
• Monthly Reporting & Analysis of KPIs of the Service CX Initiatives.
• Work with the vendor partners to support the dealers, help in scaling up the initiatives and ensure vendors deliver implementation and sustainment of initiatives as per SLA.

Requirements

• Diploma or Bachelor's degree in Engineering, Information technology or Business Administration
• At least 4 years in field experience as Service Zone manager
• At least 8 years of experience in automotive industry (Vehicle OEM)
• Detailed Process knowledge of Service operations, Systems and Procedures
• Experience of Customer facing process Implementation
• 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
• Good problem-solving and project management skills
• Willing to extensively travel across Dealer Network for onsite consultancy

Benefits