Dealer Performance Coach

Company Description

Mission: To serve as an external strategic resource provided by the Ford Academy, responsible for the professional training, upskilling, and coaching of the dealership leadership team as and when required.

The Dealership Performance Coach provides the expertise needed to develop the Guest Experience Manager (GEM), mature the business and leadership abilities of Dealer Principals and Departmental Managers, and align staff behaviour with a premium volume culture that drives measurable business growth.

The Strategic Value Proposition: Managed and deployed by the Ford Academy, the Dealership Performance Coach is a conduit for performance development, maintenance, and acceleration.

By providing an objective expert perspective, the Coach helps management staff transition from "transactional supervisors" into "strategic business leaders." They ensure the dealership extracts the full value of Ford’s resources to improve CX scores, operational efficiency, and bottom-line profit.

Job Description

• The Five Pillars of Support

Pillar 1: GEM Enablement and Role Actualization

• Instructional Mentorship: Train the GEM in the mechanics of CX behavioural architecture, teaching them how to define, document, and apply "Volume Premium" standards, and enable volume premium behaviour to be actualized and applied by dealership staff. • Capability Coaching: Provide direct support in role actualization, building the GEM’s skills in leadership, influence, and the "Strategic Filtering" and application of Ford resources

Pillar 2: Management Mentorship and Business Maturity

• Leadership Development: Provide dedicated mentorship to Dealer Principals and Departmental Managers to refine their business abilities, leadership styles, and enable the proper development and management of high-performance teams. • Operational Optimization: Identify departmental "blind spots" and teach managers how to use CX as a tactical lever to drive better sales and service results. • Strategic Goal Setting: Assist managers in aligning departmental KPIs with the dealership’s broader growth and guest experience and retention targets.

Pillar 3: Strategic CX Diagnostic and Recovery

• Root Cause Analysis: Review internal and external data to identify specific friction points and operational issues causing CX challenges. • Bespoke Action Planning: Partner with the GEM and Management to create dealership-specific action plans designed to rapidly improve CX scores and performance. • Behavioural Correction: Pinpoint exactly where staff behaviours are failing and define the "Premium" corrections required to restore performance and guest trust.