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Field Experience Specialist

hace 2 meses

Naucalpan de Juárez, México Ford Motor Company A tiempo completo

Job Summary

Ford Motor Company is seeking a highly skilled Field Experience Specialist to drive Best-In-Class customer experience at Ford Dealers within a designated region. This role requires a strong ability to analyze and identify areas of opportunity using data, communicate performance, and consult with Market Area/Regional personnel on meeting key objectives.

Key Responsibilities

  • Drive customer experience initiatives and programs to meet/exceed objectives
  • Analyze data to identify areas of improvement and develop action plans
  • Collaborate with Market Area/Regional personnel, Marketing, Sales, and Field Operations teams to drive adoption of brand-differentiating customer experiences
  • Present business cases and implement programs, events, and advertising/merchandising strategies
  • Train and consult Dealers on adoption of technology that support delivery of brand-differentiating customer experiences
  • Conduct ongoing analysis of Dealer customer advocacy (NPS) scores to identify areas of improvement
  • Support customer handling by ensuring Dealers are familiar with customer handling tools and resources
  • Provide support for Market Area/Regional personnel regarding communication of programs, events, and training

Requirements

  • Bachelor's Degree in Business Administration, Marketing, Sales, Hospitality, or related field of study
  • 3+ years of professional outside/field sales experience required
  • Microsoft Office proficiency to aid in effective communication and time management
  • Ability to complete work assignments on or before given deadlines
  • Strong communication skills in English (both written and verbal)

Competencies and Skills

  • Strong interpersonal/leadership/organizational skills and competencies
  • Ability to interface with Retail Group Management, Dealer Principals, General Managers, and outside legal counsel
  • Able to work independently, and with ambiguity
  • Strong verbal and written English proficiency
  • Experience in the Microsoft Office suite
  • Ability to work with accuracy under pressures of time and workload
  • Comprehend and analyze performance documents
  • Ability to manage deadlines and timelines with multiple inputs and complexities
  • Field dealer relationship experience
  • Extraordinary teamwork, collaborative skills, and demonstrated behaviors
  • Customer service mindset

Disclaimer

Ford Motor Company is an equal opportunity employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status, or protected veteran status.