Head of Eu Customer Enablement, Ford Pro

8 months ago

Stratford, United Kingdom Ford Motor Company Full time

Reporting to the Global Head of Customer Enablement, Ford Pro, the Head of EU Customer Enablement is accountable for the management of our European Ford Pro Success Team. As part the extended EU Leadership team, your focus will be to maximize the value of the Ford Pro Solutions portfolio (Intelligence and Charging) for our customers and partners, focusing the development and continuous improvements to drive high performing customer teams, processes while delivering against performance targets set for the overall business.

We’re looking for talented individuals to join the Ford Pro team and play an integral role in delivering a seamless customer experience across Ford Pro European Markets.

You’ll be part of a growing organization on a mission to create a one-stop shop to help our customers increase uptime and productivity, while reducing complexity and cost of ownership. When you join the Ford Pro team discover all the benefits, rewards and development opportunities you’d expect from a diverse global leader. You’ll become part of a team that is already leading the way, with ingenious solutions and attainable products - and it is always ready to go further.

**Requirements**:

- Significant experience in building and leading support teams with a customer centric focus
- Experience of operating across multiple European markets
- Multi-language skill (verbal and written) (preferred)
- Experience in a high transaction environment with a strong focus on process efficiency
- High negotiation and listening skills
- Experience in SAAS based business models
- Proven experience creating and executing strategies to improve the customer experience
- Excellent communicator and stakeholder management skills with ability to influence effectively across a matrix organisation at senior levels, as well as external clients
- Comfortable with agile tools / methodologies
- Experience working in a high growth environment
- Comfortable working in a fast changing, ambitious environment
- Able to provide strong leadership to a European team through change and transformation
- Experience working in Global Organizations

**Key Responsibilities**
- Drive a great people culture in the business that is inclusive, provides opportunity and delivers results
- Set the overall vision and strategic plan in line with the global framework for Concierge, Onboarding, Account Management and Customer Support Organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements
- Possess strong understanding of European Market needs and adapt delivery model and team performance with standardization and customization where required.
- Deliver an outstanding customer experience to drive additional growth opportunities and establish Ford Pro as a leading OEM and software vendor
- Drive cross selling and upselling revenue within the customer success teams, taking ownership of top line revenue targets whilst increasing overall customer loyalty. Key Expectations / Targets Operations
- Strong design and process development skills to design CRM and organizational processes and journeys for measurable results.
- Strong leadership, coaching and mentoring skills as a dynamic leader fostering a culture of collaboration, over-achievement, and continuous learning, while coaching on strategy
- Lead teams that ensures alignment with global standardization, and in conjunction with global leads, define, deploy new processes to accelerate speed to value and drive adoption.
- Ability to navigate through complex organizational structure and identify stakeholders and opportunities to drive high performing customer operations business
- Manage business through quality metrics with the ability to highlight performance strengths and opportunities with supporting data
- Work with sales operations and data & analytics organizations to build out dashboard reports that communicate to Executive Leadership the effectiveness of identified programs and investments
- Technical aptitude to lead Technical Support for customer issues resolution across dependant teams within Ford
- Own CRM tools in Europe and drive adoption and best practise within the business line whilst ensuring alignment with global leadership and best practices. Customer Success
- Achieve targets for retention while consistently reviewing opportunities to reduce churn by delivering outstanding customer experience and life cycle management.
- Achieve targets upselling and cross-selling within the customer base to drive loyalty and increase Customer Lifetime Value (CLV)
- Stand up the customer success business in Europe to support market expansion and partner with global leads to design, communicate and execute the customer success strategy including development of team KPIs, leading to efficiencies in our coverage model to drive great customer experiences.
- Implement and drive usage of the latest customer engagem

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