Ford Careers Near Me – Supervisor FordPass Rewards CX

Job Description:

Develop and launch the European FordPass Rewards Programme, a tool building loyalty and an always on relationship with our customer base

Job Responsibilities:

• Set-up of Project management tasks, e.g. status tracking in Jira
• Creation and presentation of reviews for Senior Management
• Definition of detailed business requirements for the Loyalty Program always ensuring quality and consistency with the overarching strategy
• Highlight risks with project delivery and plan for mitigation actions
• Lead local FordPass Rewards Team to deliver implementation of FPR in pilot NSC
• Supervise development and tracking of key performance indicators to measure the success of individual reward moments
• Develop a deep understanding of all relevant elements and dependencies of a customer journey or reward moment by working closely together with the experts from: Sales Organization, Service, Communications, Customer Relationship Management, Dealers and IT
• Create training documents and instructions to support specific project or launch phases
• Lead structured knowledge gathering and documentation
• Drive Business case calculations on structural and variable cost elements
• Drive the Organization of in NSC cross functional workshops on customer journeys and reward moments for the Loyalty Program while applying Human Centered Design techniques

Job Requirements:

• Self-motivated and action oriented – establish and implement action plans to achieve objectives
• Ability to support the team through a creative process
• Very good English skills
• Knowledge of current dealer processes and their impact on the customer experience
• Cross functional experience
• Knowledge or experience of customer trends in retail / automotive retail
• Retail- / Service-experience a benefit
• Awareness of dealer IT and its role in delivery of a seamless experience
• Leadership experience
• Team player – lead and support cross-functional teams and activities

Qualification & Experience:

• FoE and NSC Dealer Operations
• Agency Partners
• FBS Loyalty Team in Hungary
• Global FordPass Rewards Team
• Functional MS&S Partners – IT, FCE, FCSD, Marketing Communications
• NSC senior management
• Manager FordPass Rewards, FoE
• FoE CX Director

Job Details:

Company: Ford Motor Company

Vacancy Type:  Full Time

Job Location: Basildon, England, United Kingdom

Application Deadline: N/A

Apply Here

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