Share this Job
Apply now »

Title:  CEM Coach - Central Market



Date:  Jan 23, 2022

Title: CEM Coach

Location: Central Territory, US 


Title: CEM Coach 

Job Type: Full-time with Benefits 

Location: Hybrid work environment; located in Central region of the US


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. 

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.


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)

Equal Employment Opportunity Statement
We're proud to be a woman and minority-led Equal Opportunity Employer. We're committed to building a diverse and inclusive workplace where everyone feels welcome and can bring their whole selves to work. We believe a team that reflects a variety of backgrounds and perspectives helps us better serve the needs of our customers, and we celebrate diversity in all forms. As an Equal Opportunity Employer, we're committed to living out these values in all aspects of hiring, employee engagement, and retention.


If you are interested in this position apply here 



Job Segment: Consulting, BPO, Technology, Automotive, Bilingual, Operations

Apply now »