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Title:  CEM Coach

Location: 

North East (Boston, NY, Philad, NY, US

Date:  Sep 22, 2022

 

Title:Consumer Experience Movement (CEM) Coach 

Location: Field 

Job Type: Full time with Benefits 

 

Who We Are: 

We are MSX International – a leading, global provider of technology-enabled business process outsourcing (BPO) services to automotive manufacturers. For more than 25 years, MSX International has worked closely with vehicle manufacturers around the world. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry leading expertise.  We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce cost, while enhancing operational efficiency and customer satisfaction.  Our goal is to help our customers reach their full potential and to excel as their global partner of choice. 

 

 

 

Overview 

 

This position will support the Customer (CX) and Employee Experience (EX) at the dealer level by first understanding every aspect of the customer journey and then leveraging strategic insights, data, and analytics to drive continuous improvement efforts. The candidate will focus on performing discovery, organizational development (OD), and needs assessment with CEM dealership personnel to determine leadership, service, and cultural gaps. With a particular focus on process bottlenecks or breakdowns affecting the goal of the business profitability, productivity, CSI, SSI, CVP, and EVP. Once you've targeted the opportunities for improvement within their organization, you'll propose long-term training and business advisory solutions to minimize employee turnover, enhance sales and customer loyalty. 

 

The candidate will exhibit strategic vision, analytical solid/process skills, a bias for action, and the ability to partner with leaders to influence strategy, improve the Ford customer and employee experience and drive results. Candidates should have strong coaching experience and business acumen to enhance our program objectives and core content. In addition, you'll utilize CEM Global content to provide tailored programming for the complex needs of our CEM dealers. This role requires outstanding presentation/facilitation skills as you will be working with individual dealership personnel from the CEO to frontline team members. Successful execution is dependent upon collaborating with Ford Market Representation teams.

 

Who You Are

 

  • A player-coach — You're comfortable switching gears between tactical execution on the front lines with customers and strategic planning and performance with a clear understanding of the bigger picture.
  • An exceptional people leader — You possess strong leadership skills and a proven history of attracting, developing, motivating, and retaining outstanding managers and associates who are highly accountable and engaged around our brand mission, vision, and values.
  • You're process-oriented — You are skilled at developing new frameworks and building scalable processes from scratch to enable efficiency, productivity, and scale.
  • A data-driven decision maker — You've got solid analytical skills with the ability to analyze and interpret data to deliver insights that optimize business performance.
  • An excellent project manager — You are highly skilled at end-to-end project management and adept at juggling multiple projects and priorities in a fast-paced environment while never missing a deadline.
  • A collaborative team player — You work effectively with others and love collaborating cross-functionally on high-impact projects that add value.
  • An EX/CX thought leader — You're deeply knowledgeable about the latest industry trends, best practices, software, and tools and leverage those insights to continuously raise the bar for our EX/CX function.

 

How You Will Succeed 

 

  • Understands the challenges of the automotive leadership and frontline employees, e.g., Sales, Service, and Parts  
  • Work directly with Leadership Team to gain momentum on EX and CX. 
  • Owns accountability for CX performance metrics, ensuring KPIs are achieved or exceeded.
  • Strong influence, negotiation, analytical, and executive management skills.
  • Organizational change agent and unifying leader, establishing goals, and implementing innovative processes while spearheading operational improvement initiatives.
  • Coach on Dealership EX/CX and assist in implementing Structural / Process Changes
  • Comfortable with tough conversations and confident expressing candor to any audience; has executive presence.
  • Unify multi-disciplinary teams (Sales, Service, and Parts), stakeholders, and executives while executing high-quality strategies 
  • Facilitate workshops and lead meetings with Leadership and Frontline employees to ensure transparency between departments 
  • Strong partnership with the Ford Field team to prioritize Ford CX/EX improvement opportunities. 
  • Solution-oriented with the ability to shape thinking around how existing processes, practices, and protocols could / should be changed to improve efficiency.
  • Excellent written and verbal communication skills
  • Use powerful questions to raise awareness of areas of opportunity. 
  • Comfortable with working with groups or individuals
  • Embraces diversity, thinking, and being able to motivate others through challenging situations. 
  • Ability to develop collaborative relationships and become a trusted partner.
  • Passionately committed to the success of Ford Consumer Experience Movement – CX and EX centric mission 

 

The Minimum Requirements We Seek

 

  • 3-5 years of automotive experience, i.e., coaching, consulting, in-dealer or representative. 
  • 3-5 years of professional coaching/consulting knowledge or significant related professional experience.
  • Proven ability to design customized learning solutions to support client goals.
  • Bachelor's degree or equivalent. 
  • Deep understanding of adult learning and organization improvement principles.
  • Ability to understand business strategy and translate it into learning solutions.
  • Ability to deal with ambiguity and fast-paced change driven by growth and client needs.
  • Highly analytical and data-driven.
  • Demonstrated ability to effectively collaborate with multiple stakeholders.
  • Bilingual language skills (English/Spanish) preferred.
  • Strong Facilitation Skills 
  • Human Centered Approach / Design Thinking
  • Understands Emotional Intelligence
  • Proficient with Myers-Briggs Personality Assessment
  • Proficient with the 2021 Microsoft Suite/Office365, (XLS, Visio, PPT, Word)
  • Tech Savvy 
  • Travel Required 

 

Our Preferred Requirements 

 

  • 10+ Automotive Leadership Experience 
  • 8+ years of experience in an EX/CX leadership role.
  • 5+ years of experience managing people and teams.
  • Professional Certified Coach (PCC)
  • JD Power Automotive Consulting Experience 
  • Expert in Positive Psychology 
  • Disc Certified 
  • Coaching and Strategic Leadership Development
  • Master's degree in business, education, or related field preferred.
  • Proven track record of building, scaling, and managing a high-impact EX/CX function.
  • Highly analytical and data driven.
  • Content Writer. 
  • Bilingual language skills (English/Spanish) 
  • Proficient with the 2021 Microsoft Suite/Office365 (XLS, Visio, PPT, Word)

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law. 

  

If you are interested in this position apply here  

https://careers.msxi.com 

#MSXNAJobs 


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