上海招聘

Position Purpose(Overview of the position)
The Lincoln Customer Experience Manager is primarily responsible for designing best in market customer experience based on the Lincoln brand experience vision, values and principles.

Key Roles and Responsibilities of Position

1.Knowledge & capability to develop Premium Brand BIC customer experience strategy & actions based on the Lincoln brand vision, values principles and behaviors.
2.Develop Sales and Service Processes, customer satisfaction processes measurement process, establish Customer Relationship Center organization, support development of dealer non-technical training programs of the Lincoln Academy & initiate customer satisfaction actions to meet customer needs of primary luxury brand in China.
3.Develop Customer Relationship Management strategies & modules, including Direct Loyalty & Direct Prospecting programs to establish and continuously strengthen a trusted customer relationship.
4.Take a proactive leadership role to ensure Lincoln is at the forefront of digital and social media strategies and actions as a key platform for the enduring customer relationship.
5.Design the Lincoln Owner Relationship Programs on a cross functional basis and ensure that the programs are consistent with a best in class Lincoln customer experience
6.Support the development and execution of all dealership technology for sales and service that delivers the Lincoln customer experience.
7.Support Customer Relationship Management strategies & campaigns by developing new service products including ESB, personalization accessories etc. to increase business growth opportunities and enhance the Lincoln experience and brand position.
Candidate Specification
Education Qualification
University or above in Marketing or Business Management

No. of Years of Experience : 7-10 years' experience, or 3-5 years in Manager position, with luxury retail, hospitality or automotive brands.

Functional Skills
Familiar with retail, hospitality or automotive dealership operations, customer satisfaction initiatives development, sales and customer service processes
Behavioral Skills
Interpersonal Communication and Presentation Skills, Cross functional coordination and Leadership

Special Knowledge/Skills Required Knowledge of China luxury customer needs & capability to design / develop concrete tactics & actions and able to lead cross functional teams

Any Others
Travel & flexible working hours is required
Ability of working with diverse people

Ford Motor Company, a global automotive industry leader based in Dearborn, Mich., manufactures or distributes automobiles across six continents. With about 166,000 employees and about 70 plants worldwide, the company’s automotive brands include Ford and Lincoln. The company provides financial services through Ford Motor Credit Company. Ford Motor Company celebrated its 100th anniversary in 2003.

Ford’s history in China can be traced to 1913, when its first Model T was imported and sold in Shanghai. Presently, Ford's wholly owned subsidiaries, joint ventures and investment in China include Ford Motor (China) Limited, Ford Motor Research & Engineering (Nanjing) Co., Ltd., Ford Automotive Finance (China) Ltd., Changan Ford Mazda Automobile Co., Ltd., Changan Ford Mazda Engine Co., Ltd. and Jiangling Motors Co., Ltd. The current Ford brand vehicles in China include Ford Mondeo, Ford Focus, Ford Fiesta, Ford Edge, Ford S-MAX and Ford Transit.

In October 2009, Ford Motor Company moved its Asia Pacific and Africa regional headquarters to China. Ford is bringing more than 50 new vehicles and powertrains to Asia Pacific and Africa by 2015.

We promise:
To employ individuals who are most suitable for the job and to place them in positions, which provide opportunities to make full use of their talents and skills;
To evaluate the performance of our people periodically, and provide them with the necessary guidance and training to enable them to develop further;
To maintain competitive compensation and benefit programs comparing to other MNC in China;
To reward people according to their jobs, their performance and their contributions to the company.
To support Ford's business in China, we are looking for talented people to join us for the positions listed.