Guest Experience Manager – Multifranchise Randburg

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 dealership for consistently and enthusiastically always treating all customers as special guest, in all ways.

Details

Close Date: 25 September 2026
Dealership: Multifranchise Randburg

Requirements

Confident, personable, Courteous and 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

To guide continuous improvement in the Ford Experience indexes (CVP, JDP), by constantly reviewing and analyzing the above the above indexes and work directly with Sale and Service Managers to optimize and refine the process performance and staff behavior and skills.
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.
Monitor all Guest related concerns for both Sales and Service.
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.
Monitor and drive usage of social media by Sales and Service.
Monitor all guest related concerns for both sales and service.
Onboard new candidate joining for Guest facing role by training them on process, behavior, soft skills e-learning and FGE values.
Do surprise checks and monthly assessment using the FGE assessment tool to sustain and constantly improve Guest experience process at the dealership and share the findings along with Action plan with dealer principle, dealership senior management team and Ford Field team.
Escalate critical points to dealer principle and Ford team that hamper smooth execution of FGE dealership processes at dealership and ensure they get resolved.