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Strategy and Operations Co-ordinator
This position is responsible for analyzing and reviewing the performance and operations of 15 European Customer Relationship Centres. The successful candidate will work closely with the CRC Strategy Manager of Europe in defining and monitoring KPI%27s and objectives.
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Responsible for the operations and performance of 15 European Ford Customer Relationship Centres (CRC)
Define annual CRC objectives and monitor KPIs including monthly performance reviews and implementation of improvement/ recovery actions plans, business process changes
Identify best corporate practices to enhance local performance
Develop an online performance management tool
Manage the yearly Incentive Contest for the European Markets
Issue the quarterly European CRC Newsletter
Develop and manage the Advisor training programme for all Advisors across Europe to improve soft skills and systems knowledge (Customer Database/ CRM)
Business case/ RFQ development, supplier negotiation and selection
Develop a European policy to handle cross-border customers issues
Support the development and implementation of European synergies concepts (New Technology, Call Centre Activities)
Ensure understanding of corporate strategy and buy-in by local CRC management
Visit relevant Ford markets to improve understanding of local CRC requirements/ issues and enhance local buy-in of corporate efforts and responsibilities
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Experience in understanding of Customer Relationship Management (CRM) and Communications from client and/or management consultant perspective
Ability to identify, analyze problems, generate and evaluate alternatives to resolve them, and make a prompt decision on the most effective strategy or appropriate solutions to implement. Must have excellent time management skills and be able to work autonomously.Able to operate PC and other office equipment
Moderate out of the country travel
Ability to work collaboratively and guide others to solutions.
Project management skills, including ability to drive the delivery of solutions on-time and at exceptional quality
Ability to coordinate and guide the exchange of information and ideas in an interactive session designed to meet specific defined objectives
Ability to lead discussions and clarify requirements, ensuring the participation of all attendees
Ability to develop and hold formal training courses
Excellent oral and written communication skills necessary to express ideas clearly to individuals and groups
Presentation skills required to enable the development and delivery of formal presentations4 Years of relevant work experience in the automotive industry
Business Degree
European languages skills and advantage
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