Guest Experience Manager

7 days ago

San Jose del Monte, Central Luzon, Philippines ANC Group of companies - Ford Quezon Ave Full time ₱900,000 - ₱1,200,000 per year

BASE OFFICE: FORD COMMONWEALTH

  • Ensures all customer facing staff display high level of customer engagement
  • Provide coaching to various role holders on process adherence
  • Assist staff in root cause analysis of different parameters
  • Ensures customer satisfaction scores are tracked by all relevant manpower
  • Assists Service Manager in target setting for workshop
  • Conduct new staff induction and internal training
  • Ensure all critical meetings are done on time with full participation
  • Support Sales as well as Service Manager to implement FGE process
  • Monitor and ensure lifetime relationship engagement activities are being carried out.
  • Monitor and ensure personalized reception during Welcome me phase of FGE process.
  • Regularly check availability of all relevant guest facing staff like Concierge, Service Receptionist, Security Guard, Valet Parking Drivers, Housekeeping and pantry staff.
  • Manage and lead the 5S program at the dealership (Sales & Service) by dividing the responsibilities among the team members by identifying - Zone champions.
  • Ensure adherence to all Management Action Meetings of Sales and Service.
  • In liaison with the Sales and Service Managers lead, facilitate and coordinate continuous dealership training programs.
  • Onboard new candidate joining for Guest facing roles by training them on process, behavior, soft skills, e learning and FGE values.
  • Monitor and ensure whether Guest concerns are responded and resolved - both sales and service.
  • Monitor and drive usage of social media by Sales and Service teams.

Job Type: Full-time

Work Location: In person

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