Client Experience Program Leader

The role is responsible for quality deployments and sustenance of the client processes at the client network and thus help Ford Academy stay ahead of the curve. The key responsibilities of customer experience service Program manager are as follows :

Consulting and problem solving :

▪ Using metrics and performance data to identify client issues and opportunities proactively

▪ Using industry experience and expertise to identify the root causes and formulate recommended action plans for clients

▪ Thinking ahead and suggesting improvements in the customer experience processes with changing times and customer needs

Program management and execution :

▪ Working closely with Client managers for governance / deployment of the customer experience service program throughout the country.

▪ Conducting regular reviews with client managers on progress of the program, challenges faced and their proposed solutions

▪ Managing a team of deployment coaches for their training, coaching and audit activities throughout the year.

▪ Execution planning (deployment calendar) to meet the needs and priorities of the month.

▪ Assessment of coaches on at deployment and developing them to excel at on ground coaching and handholding of the dealership staff.

▪ Studying the performance metrics and provide meaningful inputs to client

What we are looking :

▪ An entrepreneurial individual driven by a desire to make an impact on your industry and organization

▪ A leader with the ability to influence and motivate an organization of high-potential professionals

▪ A strategic thinker, with deep understanding of the automotive retail business model, and drivers of success in automotive retail

▪ An extremely disciplined, process-oriented professional, with a desire to lead a large-scale project implementation nation-wide

▪ A premier business school graduate, with 12-15 years of post-MBA automotive industry experience

▪ Top-drawer written and spoken communication skills - comfortable speaking in public and to a large audience

▪ Proven track record as a leader with success credentials in a high-growth, high-volatility business environment

▪ Demonstrated consulting aptitude, with experience advising middle management at large automotive OEMs