Service Operations and Marketing Manager

About Us

Lead. Grow. Transform.

Ford Australia is constantly evolving and innovating committed to delivering smarter more connected vehicles for all Australians now and for generations to come.

Looking ahead Ford is excited about the future. With an expanding vehicle lineup growing digital services and a strong dealer network they are well-positioned to support Australian businesses in new ways.

As Australias largest automotive OEM employer we proudly have around 1500 talented engineers designers and specialists working across five Victorian sites. Crucially Australia is a key global development hub for Ford and their local design and engineering team lead the creation of vehicles including the Ranger Ranger Raptor and Everest models sold in around 180 markets worldwide.

Complementing this technical network Ford Australias National Sales Company (NSC) located in Richmond is the central hub for commercial and customer engagement activities across the country.

Why Ford

For a century weve been a driving force across Australia building a legacy that truly speaks for itself. Leading the way the Ranger continues its rein as Australias No. 1 Selling Vehicle and our iconic Mustang proudly holds its position as Australias No. 1 Sports Car.

These remarkable achievements are a testament to our unwavering commitment to innovation and a customer-focused approach that has delivered success across our entire lineup giving us so much to be excited about! But we believe we do more than just build award-winning vehicleswe build careers.

• Discounted lease car options.
• Multiple Employee Resource Groups Ford Pride Women of Ford and Ford Empowering Diverse Abilities.
• Flexible Work Arrangements.
• Growth and development opportunities via internal and external training.
• Paid parental leave from day 1.
• Comprehensive Employee Assist Program.
• Wellness Programs including Free Flu Vaccinations and Health Checks.
• Paid volunteer days.

About the Role

As the Service Operations and Marketing Manager within our Ford Customer Service Division (FCSD) you will be instrumental in driving significant growth across our Service Marketing Convenience and Operations teams. This highly influential position will lead innovative Marketing campaigns cutting-edge Convenience programs and impactful Dealer and Customer incentive initiatives.

To elevate revenue customer retention overall customer experiences and Genuine Parts sales you will partner closely with Sales IT Finance Legal CX Service Engineering Operations and Parts Services and Logistics teams. A critical focus will be cultivating and strengthening robust Dealer relationships while collaborating seamlessly with our regional Extended Service Business CX and Service Operations teams to ensure strategic alignment on existing and future programs reporting system development and performance objectives all aimed at achieving our targets.

Reporting directly to the General Manager for Marketing and Sales (FCSD) located at our National Sales Company in Richmond Melbourne this role operates on a hybrid work model requiring four days on-site.

• Lead manage and develop the Service Operations team fostering a high-performance culture and ensuring operational excellence.

• Drive significant growth in Service and Convenience metrics including revenue customer retention and Genuine Parts sales by achieving critical targets.

• Strategically develop and execute innovative Marketing campaigns cutting-edge Convenience programs and impactful Dealer and Customer incentive initiatives.

• Oversee and optimize key Service and Ownership programs (e.g. FSB ESB Service Calculator) and enhance customer convenience initiatives

• Develop and manage comprehensive performance reporting forecasting and budgeting utilizing insights to drive Dealer performance and actions.

• Cultivate and strengthen robust relationships with Dealers and key external vendors (e.g. Infomedia Xtime) to enhance dealer tools and efficiency.

• Champion cross-functional collaboration with Wholesale Sales IT CX and other internal teams to align on collective FCSD objectives and service operations.

• Manage the Ford Roadside Program and support customer concern resolution ensuring exceptional customer experiences.

About you

• A relevant tertiary qualification in business marketing or a related field.

• 8 years of demonstrated experience in Sales after sales/services or within dealer/franchise networks is highly regarded.

• Proven expertise in developing and executing marketing campaigns including collaboration with media and advertising agencies.

• Exceptional leadership capabilities with a track record of building and developing high-performing teams.

• Strong analytical skills with the ability to interpret data create targeted action plans and deliver insightful performance reporting.

• Outstanding verbal/written communication and presentation skills you can articulate complex ideas clearly build rapport and influence positive outcomes.

Equal Opportunity

Ford Australia is inclusive employer and all qualified applicants will receive consideration for employment.

Applicants must be legally authorised to work in Australia. Verification of employment eligibility will be required at the time of hire.

---Applications will close on Sunday 29 March

Please note due to the high numbers of applications we will only be able to contact shortlisted candidates.

*Ford Motor Company of Australia Pty Limited ACN(Ford) is collecting your personal information in order to consider you for a role at Ford.Ford may also collect personal information about you from third parties such as referees and recruitment agencies for this purpose.Ford may disclose your personal information to its related companies and third-party service providers for purposes such as screening and background checks aptitude testing and health and safety and human resources management activities.Fords privacy policy (available at) states how you can seek to access or correct any personal information Ford holds about you how to complain about a privacy breach by Ford and how Ford will deal with a privacy complaint. You can contact Ford at 13 FORD (13 36 73) or via the contact details set out in Fords privacy policy