Ford Customer Service Division (FCSD) Director at Ford Motor Company of Southern Africa

Responsibilities

Service Convenience Initiatives

• Pilot & scaleup the agreed service convenience initiatives across the network to deliver the customer reach targets, commence moentising plans to get the initiatives to self-fun.
• Closely monitor the adoption rates and implement programs to improve the same.
• Review the impact on NPS scores & revenue, identify dealers in bottom quartile and develop plans to improve
• Liaise with central skill teams to improve the customer experience in existing OSB / BSI platform; Enhance as appropriate

Reduce Vehicle Aging in the workshops

• Implement Dealer view across dealers to track all open Repair orders
• Review the aging Ros on a daily basis along with skill teams and ensure the targets of aging & count are met
  Identify process improvements in dealers & at Ford to improve the uptime
• Participate in the regional governance meetings, share the best practices and learn from other markets
• Stand up Ford Live model in market working Dealer view enabled Fleet customer dashboard to support the Fleet/commercial business. 

Parts and Service Revenue and Profit Growth Initiatives

• Manage and control FCSD Sales and Marketing business plans, budgets and forecasts.
• Set Dealer Network parts wholesale, workshop, mechanical, collision, extended service business, accessory and workshop sales and purchase objectives.
• Develop and implement parts wholesale programs through the Dealer and Quick Lane network driving FCSD loyalty and grow dealer parts sales and service business. Work closely with w/sales vendors to implement the programs.
• Implement the CPWD program across the network to grow wholesales channel of business. 
• Develop strategic parts pricing strategies that will deliver a balance between favorable cost of ownership as well as the maximization of FCSD and the Dealer Network parts selling gross profits. 
• Develop and implement Competitive Vehicle Personalization offering working closely with Vehicle business assisting in Mini bundles/buzz actions to mitigate market competition to protect segment share.
• Drive Extended Service Business penetration levels with competitive products offerings and Dealer loyalty.
• Work closely with Vehicle Sales & Marketing team to get VP & ESB prioritized in the deployment of VM.
• Manage and control a Network of Ford Certified National Body Shop Repairers, growing the collision and mechanical parts business through improved structure and strong industry business partners.
• Develop, manage and grow Ford SA Approved accessory product range and ensure that target profits and revenue per new vehicle sold are achieved via both Dealer and production channel.

Parts & Service Marketing

• Develop and stand-up actions to drive Vin share growth working closely with IMG retail marketing group including leveraging technology solutions. 
• Develop an annual marketing and communication plan to support aftersales brand awareness, grow segment and market share. 
• Develop fixed and variable marketing programs to achieve budgeted wholesale and retail revenues by improving loyalty & retention.
• Develop and implement media communication campaigns that achieve the desired objectives.
• Commission regular market research and analyze market trends with the objective of developing promotions that will increase market share
• Track Dealer advertising spend vs. budget, & coordinate variable and fixed marketing budget integration 
• Manage and control general departmental administration responsibilities including purchase order management and internal control policy adherence.

Service Retail Excellence

• Customer Satisfaction - Evaluate market performance, design, develop and implement Customer Satisfaction and retention strategies that will distinguish Ford and Quick Lane from its competitors and deliver best in class customer satisfaction.
• Develop service business strategies to achieve the vision of growth through customer satisfaction and retention.
• Drive the improvement of customer satisfaction 
• Manage Retail Excellence Programs – Evaluate the effectiveness of current programs. Plan, design, develop, and implement future programs focused on delivering Dealer and Customer Satisfaction and retention delivering best in class customer satisfaction.
• Data Analytics – Understand market condition in terms of Dealer and customer spending behaviors as well as Customer Satisfaction analytics. Plan, design, develop and implement Dealer and Customer service retention strategies.

Ford Guest Experience Program

• Implement Ford Guest Experience Program as per the agreed cadence with the regional M&S / Cx team. 
• Ensure the dealers deploy sufficient manpower and processes to sustain the program on-going basis.
• Carryout sustenance audits as agreed and ensure the dealer continue to maintain the process discipline.

Qualifications

• BCom, B Eng/Tech, Business Management or Marketing.
• Min 8+ years managerial experience in leading and executing strategies within the aftersales parts and service industry and / or automotive dealership environment in a business consulting or operational role is a must.
• Experience in an automotive aftermarket parts and service environment, will be a definitive advantage.