Ford - Jefferson City, MO
posted 2 months ago
The Customer Experience Manager at Ford Motor Company plays a pivotal role in driving best-in-class customer experience (CX) and fostering a loyalty-focused culture. This position is centered around delivering exceptional brand experiences in collaboration with the Field Team and Ford Dealers. Key responsibilities include overseeing service reservations, mobile service initiatives, loyalty and rewards programs, advance service alerts, and facilitating customer education and onboarding. The manager will lead efforts to enhance the pick-up and delivery processes, ensuring that regional stores establish effective systems to increase activation rates. Additionally, the role involves developing strategies to encourage dealers to adopt mobile service solutions and improve their overall service processes. In the context of the Ford Commitment Program (FCP), the Customer Experience Manager will guide selected regional stores in implementing processes that enhance pick-up and delivery, mobile service, and online reservations. This includes managing the appeals process and making final resolution decisions. The manager will also conduct ongoing analyses through the OneCX initiative, identifying opportunities for improvement among dealers and collaborating with the Customer Experience Specialist to develop actionable plans. Furthermore, the role encompasses leading the enrollment of dealers in the Ford Guest Experience program and ensuring they take necessary actions based on set objectives. Effective communication and customer escalations are critical components of this position, as the manager will lead customer handling efforts and provide education on available tools and resources. The role requires a willingness to travel extensively, up to 75% of the work week, which may involve traveling over 100 miles from the assigned region and occasional hotel stays. The manager will be equipped with a portfolio of dealers, necessary equipment, and a company vehicle to achieve daily and monthly goals.