Customer Enablement Transformation Lead

This Role is responsible for transformation strategy for Ford Pro Intelligence, Charging and Retail Customer success. This role aims to simplify the customer experience by redesigning the commercial and retail customer experience through Onboarding, Account Management, Customer Service and Technical Support. Their goal is to streamline processes (digital and people) through automation, AI and CRM and implementing various omni channel experiences to scale to the growth for best-in class experience while being cautious of costs. This person will work with various leaders across the business to strategize, plan and implement processes and technology aligned with Retail Customer Success and Ford Pro.

In Transformation Excellence:

• Transformation leader will shape, and steer experience and technology enabled customer strategy
• They will convey deep understanding of technology platforms and architecture at the intersection of our Ford Customers to guide them towards a well-defined, value-rich target while effectively managing change
• Using deep industry and technology competence, they will build rapport with senior leadership and stakeholders in both business, technology and success functions to facilitate quick and effective decision-making
• Transformational excellence professional will act as the glue between revenue growth, satisfaction and retention programs to keep the course and maximize value realization for our customers
• Complex program management to navigate through a scaled journey to build a seamless and cohesive experience across multiple dimensions (e.g. financial, experience, digital)

Key responsibilities include:

• Lead the design and transformation towards a seamless customer journey and experience through ONE Team across Integrated Services
• Develop process and technology recommendations across business organizations and stakeholders
• Create, maintain and align roadmaps with business and technology partners across the organization globally
• Design and develop a seamless operational and success model enabling customers to drive adoption and value through product engagement over time
• Create and clearly communicate business requirements for technology, operational improvements to deliver process change and automation
• Perform root cause analysis on performance metrics based on lean principles to drive continuous improvements in Customer Lifetime Value, CSAT, CES and NPS
• Lead the design of a seamless integrated customer organization based on Retail or Commercial segment
• Design an integrated Customer Success organization driven to drive revenue, subscription growth and high retention to scale growth for Integrated Services
• Lead technology and process implementation and changes driving high digital and AI driven engagement
• Understand subscription services and SaaS offering to create a seamless customer journey and nurture programs across various touchpoints and product lines
• Implement AI and Digital Customer Engagement models to drive the best-in-class support for subscriber support and revenue growth
• Strong project and stakeholder management to clearly communicate the now, near and far
• Ability to present requirement and vision in clear visual and digital formats for various levels of leadership and organizational stakeholders

What You'll Need:

• Proven and relevant customer experience and design leadership experience, in a high-growth and fast-paced SaaS environment. Experience in Technology is preferred.
• Commitment to Results: demonstrating high performance, challenging self and others to consistently deliver results for customers.
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs.
• Ability to interact with customers of all levels and industry backgrounds
• Collaboration and Teamwork; works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
• Has proven Leadership presence with a high degree of professional maturity and ability to manage and motivate diverse and remote teams.
• Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships with proven ability to manage client expectations, client escalations, and negotiate resolution.
• Influence: Asserts own ideas and persuades others, gaining support and commitment, while mobilizing people to act by leaning on ability to manage senior stakeholders. Simultaneously able to deep dive, obtain relevant data, and analyze effectively.
• Open Communication: clearly conveys thoughts, both written and verbal, listening attentively and asking questions for clarification and understanding.
• Leading Inclusive Teams: Builds inclusive, cohesive teams which apply diversity to achieve common goals.
• Developing Others: Capably delivers results through others, demonstrated ability to establish clear direction and help others produce their best work.
• Strategic Thinking: Identifies key issues and relationships relevant to achieving a long-range goal or vision. Builds an integrated plan for course of action to accomplish this vision.
• General Management: Challenges and supports others to create results but also develops new capabilities and expands the capacity of individuals on the team.

Who You Are:

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

Qualifications:

Basic Qualifications:

• Bachelor's Degree (Successful candidates will be required to provide proof of degree completion for the highest level of education attained. If the degree was obtained from a school outside of Canada, an Education Credential Assessment report showing Canadian equivalency is also required.)
• 5 + years Customer Experience and Design Experience
• 8+ years' experience in leadership & management role, leading team (onsite and/or remote)
• 5+ years Project Management Experience
• Customer Journey Experience

Preferred Qualifications:

• Relationship management/customer success and support experience
• High emotional intelligence in both professional and social settings with ability to establish and maintain relationships across the organization and with customers
• Excellent organizational, leadership, communication, presentation, listening and interpersonal skills
• Adaptability and flexibility
• Accountability and execution oriented
• Curious/challenges the status quo
• Creativity and critical thinking skills
• Self-confidence with the ability to work independently
• Knowledge and expertise in or the ability to rapidly learn the Company's products and services

We thank all applicants for their interest, but only those selected for an interview will be contacted.

Ford of Canada is an Equal Opportunity Employer and is committed to a culturally diverse workforce. Accommodations for applicants with disabilities throughout the recruitment, selection and / or assessment processes, where needed, are available upon request.

Please inform Human Resources of the nature of any accommodation(s) that you may require. Candidates for this position must be legally entitled to work in Canada. Ford Motor Company of Canada, Limited does not sponsor work permit applications

Requisition ID : 29893