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.