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FCA Customer Experience Strategy and Planning Manager Job, Auburn Hills, MI

Job Number: 1026767

Location: Auburn Hills, MI

Date Posted: 2-24-2017


The Customer Experience Strategy and Planning Manager plays a key role in driving Customer Experience strategy throughout the Dealer Network and retail operations. Working as part of the FCA Customer Experience Team, this role develops and presents strategic operational and marketing recommendations on how to improve client processes and leverage technology throughout the customer journey with FCA and its dealers. Responsibilities include establishing quantitative and qualitative client experience guidelines and process for FCA Premium Brands (Alfa Romeo and Maserati), synthesizing future retailing and consumer demands into future customer experience programs, and Customer First Award for Excellence marketing, development of future program criteria, and promotion of the Award to dealers, consumers and internal Stakeholders.

Identified candidates will utilize "Voice of Customer" data, third party research and dealership observations and interviews to improve customer experiences in dealerships and grow customer loyalty and retention. Candidates will be accountable for achieving customer experience targets on a national level and build strategic alliances with FCA Business Center Staff in the area of Sales, Service, Network Development and Brand. Individuals must have strong project management skills including experience in managing cross-functional stake holder groups. Most important, the identified candidates must project genuine enthusiasm for the Customer and have the ability to cultivate that same passion into planning, marketing and promotion materials for the Customer First Award and Alfa Romeo client initiatives.

Basic Qualifications:
  • Bachelor's degree
  • 5+ years' experience with project management
  • 8+ years' automotive experience in training, marketing, retail operations or field capacities
  • Strong interest/experience in tracking and predicting consumer purchasing trends
  • Forward and creative thinking
  • Superior skills in PowerPoint and Excel
  • Familiarity with managing folders, documents and process flows on SharePoint
Preferred Qualifications:
  • Master's degree
  • Ability to synthesize critical insights from a variety of sources to tell compelling/actionable stories
  • Experience with J.D. Power research methodologies and IHS/Polk/Experian loyalty data
  • Subject matter expert in automotive customer journey, purchase pain points, customer purchasing trends and point of sale dealer technologies
  • Strong networks with vendors that can support Customer First goals such as promotional companies, experiential companies, DSPs, CRMs and consulting companies
  • Professional networks in Performance Institute, Brands, and Sales/Service Field Operations

FCA US is proud to extend to its employees a compensation and benefits package that is designed to retain their talent and to motivate and reward job performance. Our present compensation program provides for competitive, market based salaries, and annual vacation and holiday time off. We make available a comprehensive health care benefits plan which, depending upon the employee’s role, includes medical, dental, vision and prescription drug coverage. We also offer a disability absence plan, group and optional life insurance program, savings plan, tuition assistance, and vehicle purchase and lease discounts for certain employees, and for their family and friends.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.

Note: Some of the benefits listed above may not apply to summer vacation replacement and temporary employees.

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