Customer Experience(CX) Manager (职位编号：36710BR)
福特汽车（中国）有限公司
- 公司规模：10000人以上
- 公司性质：外资(欧美)
- 公司行业：汽车
职位信息
- 发布日期：2019-11-25
- 工作地点：上海
- 招聘人数：1人
- 工作经验：5-7年经验
- 学历要求：招1人
- 语言要求：不限
- 职位类别：咨询经理 咨询经理
职位描述
This is a newly created team to manage the customer experience strategic efforts with an initial focus on improving people’s lives through owner related services. This team will interact across the Ford eco-system (e.g. FCSD, FMCC, M&S, GDCE/FordPass, CEM, PD, Corporate Strategy, GDIA, Mobility) to develop a single Ford owner experience POV focused on earning trust and delivering value with every interaction so that customers want to stay with us forever. We will use human centered design principles and develop processes and frameworks to move these strategies forward.
Lead a team or direct reports and cross functional members with the following key responsibilities:
Key Responsibilities
EXPERIENCE AND BACKGROUND REQUIREMENTS
We are looking to build a diverse team that brings together multiple backgrounds and experiences. Diversity of thought is critical to ensure we position Ford for success now, near and far. Success will require a mix of talent that collectively understands the customer (as people), dealers, service, credit, marketing & sales, product development, etc.
Lead a team or direct reports and cross functional members with the following key responsibilities:
Key Responsibilities
- Defining an ideal customer experience focused on key interactions along the ownership journey (e.g. Purchase, Service & Maintenance, Onboarding, Repurchase) to drive customer and business value.
- Validating decisions quickly and collaborating across the organization to plan, maintain and implement strategies.
- Oversee an individual product(s), validating decisions quickly in order to strategically lead product teams to deliver against the vision.
- Collaborate across the organization to ensure product strategy and execution is mapping to the Global CX strategy.
- This position will also require Project Management of various features/projects with an expectation for a timely delivery of results.
EXPERIENCE AND BACKGROUND REQUIREMENTS
We are looking to build a diverse team that brings together multiple backgrounds and experiences. Diversity of thought is critical to ensure we position Ford for success now, near and far. Success will require a mix of talent that collectively understands the customer (as people), dealers, service, credit, marketing & sales, product development, etc.
- Must have a desire and passion to find new ways to reach and interact with customers.
- Ability to simplify complex issues (e.g. technology), develop a compelling point of view and persuasively make a case for change that leads to action. Understanding of CX, strategic frameworks business case development and research processes.
- Ability to communicate key consumer drivers, acceptance and rejection reasons. Outstanding written & verbal presentation skills required for external & senior management interaction.
- Demonstrate leadership through influence. Ability to collaborate across the organization.
- Strategic and Creative thinking with the ability to implement.
- Self-starter, capable of communicating across brands, regions, and at all levels.
- Ability to handle multiple tasks/products with a results-driven mentality.
- Proven track record of taking ownership and driving results.
- Collaborator, Brave, Proactive Leader, Influencer, Creative, Strategic Thinker, Curious
公司介绍
公司宗旨
打造更美好的世界，让每个人自由移动，追逐梦想
OUR PURPOSE
To help build a better world, where every person is free to move and pursue their dreams.
福特汽车公司作为全球汽车企业之一，提供包括设计、制造、销售高品质的轿车、SUV、卡车、电动车型、林肯品牌豪华车型及相关售后服务，并以先锋创新的品牌精神与Ford+发展计划为指导，建立全时全方位的新型客户关系，重振汽车业务，引领电气化革命，全面推进企业现代化，利用智能网联软件、数据和服务，不断提升客户体验。
今年正值福特汽车公司成立118周年之际，福特秉持“打造更美好的世界，让每个人自由出行，追逐现梦想”的宗旨，到2025年底在电气化业务方面全球投入300亿美金，ALL-IN电气化，并已成立全新电池创新中心Ford Ion Park，投资研发固态电池。面向L4级别自动驾驶，福特第四代自动驾驶测试车已上路，Blue Oval智能科技平台，携手苹果、亚马逊和百度等，打造更智能的生态系统。在Ford+发展计划的指引下，福特汽车正在驶入新的发展之路。
打造更美好的世界，让每个人自由移动，追逐梦想
OUR PURPOSE
To help build a better world, where every person is free to move and pursue their dreams.
福特汽车公司作为全球汽车企业之一，提供包括设计、制造、销售高品质的轿车、SUV、卡车、电动车型、林肯品牌豪华车型及相关售后服务，并以先锋创新的品牌精神与Ford+发展计划为指导，建立全时全方位的新型客户关系，重振汽车业务，引领电气化革命，全面推进企业现代化，利用智能网联软件、数据和服务，不断提升客户体验。
今年正值福特汽车公司成立118周年之际，福特秉持“打造更美好的世界，让每个人自由出行，追逐现梦想”的宗旨，到2025年底在电气化业务方面全球投入300亿美金，ALL-IN电气化，并已成立全新电池创新中心Ford Ion Park，投资研发固态电池。面向L4级别自动驾驶，福特第四代自动驾驶测试车已上路，Blue Oval智能科技平台，携手苹果、亚马逊和百度等，打造更智能的生态系统。在Ford+发展计划的指引下，福特汽车正在驶入新的发展之路。