South Africa CX Manager at Ford Motor Company of Southern Africa

Responsibilities

• Always on customer focus: We pride ourselves on always putting the customer at the center of everything we do.  The foundation of that is being humble and going and seeing directly with our customers.  In this role you will be responsible for building a cohesive plan that brings together longitudinal industry benchmarks, real-time customer feedback, mystery shopping and being with our customers/Dealers to generate customer centered insights that power improving on experiences and identifying new ones. 
• Own the end-to-end Customer journey: Work with the regional IMG team to identify critical areas across the customer journey that we must win at based on our customer needs and expectations. Help build the north star vision, customer journey, enablers and what success looks like for prioritized experiences. 
• Responsible for operating the OneCX platform for the SAF market:  Manage the overall strategy and reporting of CEI and NPS at a national level. Implement and manage related processes for field staff and dealers ensuring focus on market objectives. Drive insights and recommendations from analyzing the data to support decision making. 
• Collaborate across multiple skill teams and disparate stakeholders to operationalize new omni-channel experiences relevant to your market. 
• PDCA – Have clear definitions of what success looks like for critical experiences in SAF and can track, learn, and adjust based on the findings to deliver on what success looks like. 

Areas we will focus on:

• Electric vehicle customer experience
• Commercial vehicle customer experience
• Service convenience experience 
• Purchase experience

Qualifications

KNOWLEDGE, SKILLS and ABILITIES (KSA)

• Strongly independent with an ability to drive synergy, work within the Organization whilst challenging traditional mindsets. Willing to and enjoys rolling up their sleeves with the team to deliver. 
• They can set an overarching strategy that is clear, simple, and easy to communicate and can be understood at a glance by their entire organisation.
• Must have strong confidence, a point of view, and the ability to bring out the best in people by putting them in a position to succeed.
• Capable of moving from data reporting to insight creation. 
• Ability to understand and deliver solutions that are viable across a digital and physical experience including in our dealerships.
• Ability to handle multiple tasks/projects with a results-driven mentality.
• Undertands the human centered design process. 
• Role model Ford+ Behaviours. 
• Global calls will be required. 
• Ability to influence, obtain cross-functional support, managing extended team and partner relations.
• Creative problem-solving skills, strategic thinker, and high degree of intellectual curiosity to address business problems.

QUALIFICATIONS and EXPERIENCE

• Bachelor’s degree or equivalent 
• 5+ years Marketing, sales or service automotive experience culminating in a sound ability to project manage, problem solve, manage key stakeholders and influence others.