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