Josephine Miller

· Retail and Accessories Parts Sales

· Brake, Battery, Tire - Service Lane Selling

· Service Capacity & Throughput - Same-Day Repair

· Technician Recruiting & Retention

· Recall Acceleration

· Service NPS Support

· Model e Parts and Service Growth

· Service Assessment Sustainment

· VIN Visits/Service Share

· Service Leads/Predicted Repair Intelligence

· Extended Service Plan sales and support

· Bulk Oil Lead

· Sales Event ExecutionPercepta Service Performance Zone Manager Melbourne, FL 06/2023-Present

· Retail and Accessories Parts Sales

· Brake, Battery, Tire - Service Lane Selling

· Service Capacity & Throughput - Same-Day Repair

· Technician Recruiting & Retention

· Recall Acceleration

· Service NPS Support

· Model e Parts and Service Growth

· Service Assessment Sustainment

· VIN Visits/Service Share

· Service Leads/Predicted Repair Intelligence

· Extended Service Plan sales and support

· Bulk Oil Lead

· Sales Event Execution

Retail/Wholesale (Non-CPWD) Parts

· Lead the development and execution of business plan strategies to improve Dealer Channel parts sales at assigned dealerships

· Manage development and implementation of effective programs, events, promotions/incentives, and training events/materials to achieve parts and accessory sales targets at assigned dealerships

· Build collaborative relationships with key stakeholders to deliver parts sales growth at assigned dealerships, iincluding:

o Market Area/Regional Teams and Key MS&S General Office Personnel/Teams

o Consulting/Subject Matter Expert Organizations (e.g., ADMI, MSX)

o Parts Distribution Center (PDC) Management

o Parts Supply & Logistic (PS&L)

o Motorcraft Sales Management Team

o North American Fleet Service Management Team

· Manage analysis and communication of key performance data to assigned dealership as well as Market Area/Regional Teams

Ford Protect Sales/Penetration Levels

· Develop and manage assigned dealerships plans to improve Contract and Penetration Levels

· Collaborate with Ford Protect Area Sales Managers for in-dealership conquest and loyalty visits

Support Market Area/Regional Teams

· Develop communication plan supporting programs, events, and training to deliver key objectives

· Identify and communicate best practices and effective sales tools to assigned dealers

· Consult with assigned dealers regarding implementation of programs and advertising/merchandising (POS) strategies

· Monitor and report efforts to improve Parts Inventory Management (RIM)

· Prepare Business Development presentations for meetings conducted by the General Manager or Regional Manager (e.g., Grassroots Meetings, Fixed Operations Improvement Meetings)

•Customer Satisfaction
•Review Customer Viewpoint Performance monthly
•Assist in implementing and managing company customer satisfaction programs
•Ensures that the Dealer is following FMC360, owner relations process
•Warranty Administration
•Grow Business Acumen in the following areas
•Warranty expenses by reviewing 126 performances monthly with dealer
•Company –directed special warranty reduction efforts
•Dealers claims payment
•Dealer Support
•Grown business Acumen in the following areas
•Reviews dealer financial performance on a monthly basis, with an emphasis on improving Fixed Operations and overall dealer profitability
•Responds to dealer requests for company assistance, how to address Parts delivery issues and dealer operations issues
•Solicits Dealer Enrollments for Meetings
•Extended Service Business
•Participate in monthly sales close reporting – Maximize Dealership ESP contact registrations through month-end close process
•Participate in reviewing key ESP performance monthly and as required (sales logs, dealer performance, other reports).
•Parts Sales
•Grow business acumen in the following areas
•Sales of focus commodities
•Ford corporate marketing programs (metrics specific to program)
•Loader programs (metrics specific to program)
•Work with dealers to develop / deliver effective merchandising strategies (facility, promotions, L.A.C. pricing) and advertising strategies (tier 2, tier3)
•Dealership processes that support retail and wholesale growth
•Parts procurement assistance (e.g. backorders)

• Mobile Service
• Pick Up and Delivery
• CX

• Mobile Service
• Pick Up and Delivery
• CX

•Customer Satisfaction
•Review Customer Viewpoint Performance monthly
•Assist in implementing and managing company customer satisfaction programs
•Ensures that the Dealer is following FMC360, owner relations process
•Warranty Administration
•Grow Business Acumen in the following areas
•Warranty expenses by reviewing 126 performances monthly with dealer
•Company –directed special warranty reduction efforts
•Dealers claims payment
•Dealer Support
•Grown business Acumen in the following areas
•Reviews dealer financial performance on a monthly basis, with an emphasis on improving Fixed Operations and overall dealer profitability
•Responds to dealer requests for company assistance, how to address Parts delivery issues and dealer operations issues
•Solicits Dealer Enrollments for Meetings
•Extended Service Business
•Participate in monthly sales close reporting – Maximize Dealership ESP contact registrations through month-end close process
•Participate in reviewing key ESP performance monthly and as required (sales logs, dealer performance, other reports).
•Parts Sales
•Grow business acumen in the following areas
•Sales of focus commodities
•Ford corporate marketing programs (metrics specific to program)
•Loader programs (metrics specific to program)
•Work with dealers to develop / deliver effective merchandising strategies (facility, promotions, L.A.C. pricing) and advertising strategies (tier 2, tier3)
•Dealership processes that support retail and wholesale growth
•Parts procurement assistance (e.g. backorders)