GUEST EXPERIENCE MANAGER – NOVEL MOTOR COMPANY

VACANCY 

The Ford Guest Experience Manager proactively leads the execution and delivery of the Guest experience throughout the dealership, ensuring focus across all dealer staff for consistently and enthusiastically, treating all customers as a special guest.

Key Objectives

• Ensure overall process adherence to deliver and sustain FGE SOPs.
• Drive emphasis on consistent and flawless execution of the guest’s experience at every customer touchpoint with all dealer staff.
• Monitor all guest experience metrics and guest feedback through channels.
• Ensure completion of action plans assigned by Ford Teams.
• Work directly with the DP/GM/SM/Pre-owned Manager, Service Manager to support and review performance initiatives at the dealership to improve guest experience.
• Coordinate FGE Training via Ford Academy and FGE on the job coaching for existing dealer staff and new candidates.
• Monitor and manage Point of Sales collateral, Ford Cast & Dealer Trademark usage.

Specific Responsibilities

• Guide continuous improvement in the Ford Guest Experience indexes by constantly reviewing and analyzing the above and work directly with Sales and Service Managers to optimize and refine process performance, staff behavior and skills related to guest experience.
• Ensure continuous guest relationship engagement activities are being carried out in the dealer.
• Ensure personalized reception by availability and continuous training of guest facing support staff, like Service advisors, Sales consultant, Concierge, Reception, Security and Housekeeping staff.
• Ensure adherence to all Management Action Meetings for Sales and Service geared towards improving guest experience.
• In liaison with the Sales and Service Manager, lead, facilitate, and coordinate continuous dealership training/coaching on FGE values, processes, behaviors, soft skills, e-learning, including onboarding new candidates joining a guest facing role.
• Monitor all Guest related concerns for both sales and service from all guest feedback platforms.
• Manage and lead FGE dealer standards & 5S program at the dealership by dividing the responsibilities among the team members by nominating Zone champions.
• Monitor and drive the correct usage of social media by Sales and Service team, in line with Ford standards.
• Ensure upkeep of all required FMCSA internal and external point of sale material in the dealer.