Customer Service Specialist providing support via all channels at TDCX. Identifying customer needs and ensuring satisfaction with a focus on relationship building.
About the role
- Manager leading the digital strategy transformation at Ford Customer Service Division. Enhancing dealership technology and digital customer experiences in a dynamic environment.
Responsibilities
- Lead the development and execution of a dealership technology partner integration and endorsement strategy, identifying and securing 2-4 strategic partnerships.
- Validate the go-to-market strategy for new dealer experiences, including assessing a dual-track model, and conducting comprehensive market and competitive analysis research.
- Define comprehensive dealer implementation plans for new technologies and digital tools, including establishing usage metrics, requirements, and performance standards.
- Formulate and execute a robust digital strategy specifically for the Ford Customer Service Division (FCSD) dealer experience, ensuring alignment with overall business goals and digital transformation initiatives.
- Partner with regional leads to ensure consistent deployment of new digital processes and tools.
- Build and nurture relationships with regional Ford leads and dealer partners to pilot initiatives and identify new best practices.
Requirements
- Bachelor’s degree in business, Marketing, Project Management, or a related field.
- 3+ years of experience conducting customer and dealer research to inform strategic decisions.
- 2+ years of experience managing or working with DMS (Dealer Management System) partnerships.
- 2+ years of project or program management experience, with a focus on technology implementation or digital strategy.
- Proven experience taking strategy from conception through successful implementation.
- Experience partnering with cross-functional Ford teams that face our dealers on a day-to-day basis.
- Master's degree in Business Administration (MBA) or a related advanced degree.
- Experience in the automotive industry, specifically with dealership operations, aftersales, or digital retail.
- Demonstrated ability to drive digital transformation initiatives and manage change effectively.
- Strong analytical skills with experience defining and tracking key performance indicators (KPIs) for digital products and services.
- Excellent communication, presentation, and relationship-building skills with diverse stakeholders.
- Comfort in a fast-paced, energetic, highly interactive environment that prizes excellence.
- Familiarity with Agile methodologies and continuous improvement processes.
Benefits
- Immediate medical, dental, vision and prescription drug coverage
- Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
- Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
- Vehicle discount program for employees and family members and management leases
- Tuition assistance
- Established and active employee resource groups
- Paid time off for individual and team community service
- A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
- Paid time off and the option to purchase additional vacation time.
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Customer Service Representative supporting after sales processes and managing customer inquiries in a hybrid working environment. Leading the team in the absence of the team leader.
Application Support Specialist handling the intake, review, and processing of permits. Delivering customer - focused service and ensuring accuracy in application processes.
Customer Service & Back - Office role supporting B2C operations in a sustainable startup. Engaging with customers, managing online shop and ensuring efficient daily operations.
Customer Support Manager providing exceptional support for JUPUS clients in the legal tech industry. Collaborating on feedback and enhancing support processes to improve customer experience.
Customer Service Associate handling inquiries and support in a medical technology context at BioStem Technologies. Engaging in customer service, order processing, and team collaboration.
Customer Support Specialist at Sweep aiding clients in climate journey using SaaS solutions. Collaborating with teams to enhance customer satisfaction and technical issue resolution.
Customer Service Representative assisting U - Haul customers inside and outside with products, rentals, and services. Responsibilities include cleaning, inspecting, and managing equipment using technology.
Customer Service Representative assisting customers in U - Haul centers and managing rentals. Utilizing technology to ensure a seamless experience for those seeking U - Haul services.
Customer Service Representative assisting customers inside and outside U - Haul centers with products and services. Responsible for equipment inspection, rentals, and customer education.