Accessory Sales Process Subject Matter Expert - Southfield, MI

 

Title: Accessory Sales Process Subject Matter Expert

Location: Southfield, MI, US 

Job Type: Full-time with Benefits

 

Who We Are

For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction.  Our goal is to help our customers reach their full potential and to excel as their global partner of choice.

 

Summary

The Ford Vehicle Personalization Sales and Marketing Program Manager oversees and coordinates all aspects of employee management on behalf of MSX. This role includes managing Accessory Field Managers, the eCommerce Tier 2 escalation team, e-commerce marketing specialists, and operational coordinators. The primary objective is collaborating with cross-functional teams within the Ford Vehicle Personalization Sales and Marketing Team to increase accessory purchases by Ford Authorized Distributors (FADs) and Ford Dealerships. Our top priority is meeting and surpassing performance metrics by effectively managing the teams. Additionally, this role must serve as a subject matter expert on the vehicle accessory product fulfillment and sales journey at the dealer, for example, integrating the accessory process into selling a new vehicle—stocking, inventory displays, mannequin vehicles, incentives, promotions, presentation, and delivery. You are the ideal candidate for this role if you have expertise in these areas.

 

Responsibilities

Operational Excellence: Analyze the process flow to identify bottlenecks, redundancies, delays, and areas of waste or inefficiencies within the Dealer Channel, Dealer Installed Options, and e-commerce. Discover the key factors that drive accessory purchases and boost the closing ratio of e-commerce case management.

Report Creation: Develop reports by merging data sources, summarizing them with pivot tables, and providing them to the Ford Leadership Team weekly and bi-weekly.

Performance Metrics and KPIs: Establish relevant performance metrics and key performance indicators (KPIs) to measure the process's effectiveness and efficiency. Monitor and track these metrics regularly to identify deviations from targets and pinpoint areas requiring improvement.

Stakeholder Engagement: Involve stakeholders and subject matter experts from various departments or functions in the analysis process. Solicit feedback, insights, and perspectives from those directly executing the process to understand potential inefficiencies comprehensively.

Performance Monitoring and Feedback Loop: Continuously monitor the revised process's performance following the implementation of corrective actions. Solicit feedback from stakeholders and users to assess the changes' impact and identify further opportunities for refinement.

Supplier Relationship Management: Cultivate and maintain strong relationships with Tier 1 suppliers and partners in accessory development and production. Establish performance metrics and drive continuous improvement initiatives to optimize supplier performance and quality.

Quality Assurance: Work closely to define and implement rigorous quality standards and processes. Ensure compliance with industry regulations and customer specifications to deliver key performance metrics.

Stakeholder Collaboration: Collaborate closely with internal stakeholders, including design, procurement, and sales teams, to ensure seamless coordination and execution of accessory sales through FADs. Function as the primary point of contact for all program-related communications.

FAD Focus: Focus on championing the voice of the FAD, gathering feedback, conducting surveys, training, and incorporating FAD insights.

E-Commerce: Collaborate with stakeholders on the e-Commerce team to ensure that the case management closing ratio is met and that other assigned tasks are feasible without hindering the current caseload.

Ford Accessory Field Managers: These managers are responsible for overseeing daily activities and managing relationships with FADs, Ford Market Area Field Teams, and Dealers. Their primary responsibilities are boosting sales through various programs, including the Top 300 Ford Dealers program. These managers act as an extension of the General Office in Dearborn and are considered subject matter experts.

Operational Coo