Raychil Coutts

Customer Experience Manager @Ford New Zealand

NZ

Drive the delivery of a best-in-class customer experience across Ford New Zealand’s national dealership network, reporting to the Network Strategy Director. Lead the implementation of customer-focused strategies to enhance satisfaction, engagement, and loyalty through the Ford Guest Experience (FGE) programme. Manage customer experience metrics at market, regional, and dealer levels, leveraging OneCX insights to identify areas for improvement and guide dealership action planning. Collaborate closely with field sales teams and dealership stakeholders to embed customer-first behaviours and ensure alignment with brand expectations. Oversee the Ford Guild recognition programme, fostering a culture of reward and continuous improvement, while supporting the development of customer-centric training initiatives via the Ford Academy. Champion internal process improvements to streamline customer interactions and raise service standards across both sales and aftersales functions. Maintain strong cross-functional relationships and demonstrate a data-driven, results-oriented approach to customer management and dealer performance enhancement. Engage regularly with cross-market and global stakeholders, including weekly alignment with the wider CX team in Australia, monthly collaboration with International Market Group (IMG) leaders and the US-based Senior CX Analyst to review FGE and OneCX performance, and quarterly participation in global strategic reviews with senior CX leaders to shape customer experience direction locally, regionally, and globally.

The University of Auckland

Bachelor's degree