Customer Experience Consultant

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