Company Description
MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement.
With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.
Job Description
Role Purpose
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
