Company Description

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement.
With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Job Description

Role Purpose

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

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 and written skills
• Excellent communication skills
• Excellent Presentation skills
• Excellent interpersonal skills
• Proficient on Microsoft Office (Word, Excel, PowerPoint)
• Excellent attention to detail
• Excellent organisational and time management skills
• Ability to work on own initiative and without supervision

Attributes

• Enthusiasm and professionalism against tight deadlines
• Enthusiastic, flexible and proactive
• Strong business acumen
• Customer focused
• Self-starter
• Drive and tenacity to make effective change
• People focused
• Passionate about making improvements
• Confident

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

Additional Information

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Repair Optimization & Compliance
• Learning Solutions
• Distribution & Sales Performance

Our proven track record means that we now partner with almost every car manufacturer on the market.

The MSX Purpose

To empower Movers and Makers to thrive in our ever-changing world

The MSX Mission

To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions.

The MSX Vision

To be the clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.