Lisa Richards Email & Phone Number

• Lead a team of Nissan Field Consultants who contact independent repair facilities on behalf of Nissan to encourage utilization of Nissan OEM parts. Project management includes liaison to OEM HQ, reporting and team.
• Led a team of nationwide MSX Catalyst Agents that assist Hyundai dealerships across the country to accelerate their completion rates of service campaigns.

Automotive Retail Consulting focusing on CX

Automotive Retail Consulting focusing on the client experience.

• Created marketing plans for family real estate business.
• Coordinate vendors to streamline processes and timelines.

Downers Grove, Illinois, United States

• Directed 57 Great Lakes Market Lincoln retailers in all aspects of client experience.
• Provided interim oversight of 6-person sales team and supervised and coached summer interns.
• Developed and executed training to transition team to new Client Experience Net Promoter Score ranking system resulting in regional NPS score of 4.8 out of 5.
• Spearheaded retailers in establishing effortless sales and service tenets at stores, driving 80% sales and 84% service achievement.
• Attained 90% Lincoln Access Rewards client acceptance through retailer education.

Downers Grove, Illinois, United States

• Selected for white-space position created to assist dealers with service capacity issues.
• Coordinated 287 Express Service (ES) Launches, installing 2-person maintenance teams across 15 states and supervising 8 ES vendor coaches within market area.
• Mentored 35 Ford Great Lakes team members on Express Service processes, incorporating recall initiatives into ES processes at Ford dealers.

Downers Grove, IL

• Chosen for white-space position created to support Lincoln service departments for 300 retailers in territory.
• Supervised 60 Lincoln stand-alone retailers with specific luxury service-related inquiries, advising retailers on unique client handling

Downers Grove, IL

• Accountable to increase service offerings across Great Lakes Market area.
• Opened 43 Quick Lanes across territory, managing 5 vendor coaches and enabling more thorough client maintenance inspections.
• Designed 100 dealership business cases and trained 50 internal team members on Quick Lane, cascading dealer presentations and developing talent.
• Drove achievement of 105% of part sales objective by creating and implementing 10 Ford Service dealer incentive contests.
• Onboarded 5 newly hired Great Lakes Team Consumer Experience Specialists resulting in 106% achievement against prior year Client Service Satisfaction score of 78 / 100.

• Franchising Manager for 300 dealers within Chicago Region.
• Completed 48 consolidations, shrinking dealer network and increasing throughput at remaining stores.
• Facilitated 300 dealer transitions, 2nd highest volume nationally out of 21, ensuring swift and accurate representation across territory.
• Implemented business management training, educating 12 zone managers on financial statement analysis.
• Reviewed and approved architectural plans for 10 dealerships, improving network facilities.

Massachusetts, United States

• District Manager for Ford, Lincoln and Mercury dealers in MA, NH, ME and VT. Responsible for all aspects of the sales experience for 45 dealers.
• Fostered talent pipeline by onboarding 6 new college graduate trainees over course of 3 years.
• Improved bottom line by achieving 106% of vehicle wholesale guide over 3 years.
• Guided 3 stores to profitability through monthly management data reviews and customer satisfaction emphasis.
• Created and implemented customer product training across territory.

Dearborn, MI

• Coordinated 2004 Commitment to Kids Program, 1500 dealers participated in creating a child's ID card for families.
• Developed Benefits portion of the 2005 Customer Satisfaction program. Led the investigation, creation and bid processes.
• Delivered $3M in savings by realizing significant synergies in terms of website development and support, third party evaluations, call center activity and communications for the customer satisfaction program.

Dearborn, MI

• Completed Major Franchising Market Studies in Erie, Manhattan, Brooklyn, Queens and Rochester.
• Completed 9 special analyses as requested by business partners. Achieved an overall satisfaction rating of 100% on customer satisfaction surveys.

Dearborn, MI

• Executed the reimaging of Lincoln retailers to the Lincoln Gallery design.
• Coordinated the transition of Ford signage globally to one consistent color.