Automotive Customer Experience Coach

**Purpose of the role**

The Ford Guest Experience (FGE) program is designed to connect training and coaching / consulting in Dealers so that they work together in support of Ford’s plan to move from a Sales Focused business to a Customer Focused business.

**Duties and Responsibilities**

Ford Guest Experience Coach (FGEC) will support the Customer Experience (CX) at the dealer level by first understanding every aspect of the customer journey and then leveraging strategic insights, data, and analytics to drive continuous improvement efforts. You will focus on Ford prescribed agendas with a guest-focused approach based on achieving specific FGE goals. The prescribed focus areas are the Ownership Experiences (Remote Services - Pickup and Delivery, Courtesy Car, Mobile Service-, Online Service Booking), Electrification, Diversity, Equity and Inclusion (DEI).

You will exhibit strategic vision, analytical solid/process skills, a bias for action, and the ability to partner with leaders to influence strategy, improve the Ford customer and employee experience, and drive results. You should have strong consultancy/training experience and business acumen to enhance our program objectives and core content.
In addition, you will utilize FGE Global content to provide tailored programming for the complex needs of our FGE dealers. This role requires outstanding presentation/facilitation skills as you will be working with individual dealership personnel from the CEO to frontline team members. Successful execution is dependent upon collaborating with Ford field teams in the markets.

**Who You Are**
- **A player-coach** — You're comfortable switching gears between tactical execution on the front lines with customers and strategic planning and performance with a clear understanding of the bigger picture;
- **An exceptional people leader** — You possess strong leadership skills and a proven history of attracting, developing, motivating, and retaining outstanding managers and associates who are highly accountable and engaged around our brand mission, vision, and values;
- ** You're process-oriented** — You are skilled at developing new frameworks and building scalable processes from scratch to enable efficiency, productivity, and scale;
- **A data-driven decision maker** — You've got solid analytical skills with the ability to analyze and interpret data to deliver insights that optimize business performance;
- **An excellent project manager **— You are highly skilled at end-to-end project management and adept at juggling multiple projects and priorities in a fast-paced environment while never missing a deadline;
- ** A collaborative team player** — You work effectively with others and love collaborating cross-functionally on high-impact projects that add value;
- **A Customer Experience (CX) thought leader** — You're deeply knowledgeable about the latest industry trends, best practices, software, and tools and leverage those insights to continuously raise the bar for our CX function.

**How You Will Succeed**
- Work directly with Leadership Team to gain momentum on CX;
- Owns accountability for Ownership Experience performance metrics, ensuring KPIs are achieved or exceeded;
- Support the dealers to improve the purchasing experience of the EVs and implement processes to ease EV ownership of the customers;
- Strong influence, negotiation, analytical, and executive management skills;
- Organizational change agent and unifying leader, establishing goals, and implementing innovative processes while spearheading operational improvement initiatives;
- You work together with people from different disciplines, from a diversity of backgrounds;
- Comfortable with tough conversations and confident expressing candor to any audience; has executive presence;
- Unify multi-disciplinary teams’ stakeholders, and executives while executing high-quality strategies;
- Facilitate workshops and lead meetings with Leadership and Frontline employees to ensure transparency between departments;
- Strong partnership with the Ford Field team to prioritize CX improvement opportunities;
- Solution oriented with a focus on goal attainment and driving change;
- Excellent written and verbal communication skills;
- Use powerful questions to raise awareness of areas of opportunity;
- Comfortable with working with groups or individuals;
- Embraces diversity, thinking, and being able to motivate others through challenging situations;
- Ability to develop collaborative relationships and become a trusted partner.

**Qualifications**
- Min.3-5 years proven record of driving operational business influencing customer experience (in sales/commercial, marketing, training, dealer/subsidiary management, aftersales services) and CX performance improvements in industries like hospitality, airlines, banking, FMCG, retail, telecommunication and/or automotive;
- Understanding and experience of customer service journey / customer experience journey;
- You ha