CMH Group

Guest Experience Manager – Ford Gezina

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Guest Experience Manager – Ford Gezina

Job Description

As a key member of the senior management team who reports to Dealer Principal, the Ford Guest Experience Ambassador /Manger proactively leads the delivery of the Ford Guest experience throughout the dealership and is the constant inspiration and central point of focus for dealership consistently and enthusiastically always treating all customers as special guests, in all ways.

Details

  • Close Date: 10 July 2026
  • Dealership: Ford Gezina

Requirements

  • Strong personal skills: Confident, personable, courteous and a good listener.
  • Great communication skills (English and local language).
  • Friendly and team player.
  • Energetic and positive.
  • Attention to detail.
  • Process Driven.
  • Minimum of 5 years experience in Guest facing. Guest satisfaction positions, including at least 3years in supervisory or management role.
  • Hospitality experience would be strong advantage, such as Hotel, High value retail, high -end restaurant etc.

Responsibilities

  • Ensure overall process adherence to deliver and sustain FGE SOPs.
  • To drive the guest first approach amongst sales and service staff at the dealership with specific emphasis on consistent, flawless and sustained execution of every aspect of the Ford Guest Experience sales and service process.
  • To monitor all guest experience metrics and guest feedback channels and work directly with DP/GM/SM to support all view and performance initiative at the dealership.
  • To coordinate all the training for dealership staff basis certification pathways as per Ford Academy report.
  • To be a coach to sales and service team to help them understand the Ford Guest Experience process and guide the m to deliver best guest experience to the Guest.
  • To ensure the lifetime relationship engagement activities are being carried out.
  • Ensure personalized reception by availability and continuous training of guest facing support staff i.e. Ambassador, Greeter, Reception, Security, Valet and Housekeeping staff.
  • Ensure adherence to all Management Action Meetings of Sales and Service.
  • In liaison with the Sales and Service Manager lead, facilitate and coordinate continuous dealership training programs.
  • Manage and lead the 55 programs at the dealership (Sales and Service) by dividing the responsibilities among the team members by making Zone champions.
  • Ensure execution of in-dealership training and 1-1 coaching to relevant Sales & Service staff by the respective operational heads every month.
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