Customer Experience Specialist

hace 2 días


Naucalpan de Juárez, México Ford Motor Company A tiempo completo
{"**Job Summary**": "We are seeking a highly skilled Customer Experience Specialist to join our team at Ford Motor Company. In this role, you will be responsible for driving Best-In-Class customer experience at Ford Dealers within a designated region.

**Key Responsibilities:**
- Analyze and identify areas of opportunity using data, with the ability to communicate performance and consult with Market Area/Regional personnel on meeting key objectives.
- Participate in and support various business growth Dealer meetings, including monthly all-Dealer calls, Grass Roots Ready for Retail meetings, Guest Experience Immersion, and National Dealer Meeting.
- Collaborate and build relationships with key stakeholders to drive adoption of brand-differentiating customer experiences.
- Present compelling business case proformas and implement programs, events, and advertising/merchandising strategies to meet/exceed Customer Experience objectives.
- 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 and develop action plans.
- Support customer handling by ensuring Dealers are familiar with customer handling tools and resources, and escalate concerns where appropriate.

**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 & 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 our performance documents (i.e., Dealer Profiles, Financial Statements, 5 Year Trends, Sales Effectiveness Analysis, etc.).
- Ability to manage deadlines and timelines with multiple inputs and complexities.
- Field dealer relationship experience - ensuring an understanding of the dealer dynamic and ability to gain dealer trust.
- Extraordinary teamwork, collaborative skills, and demonstrated behaviors.
- Customer service mindset.

**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."

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