Customer Experience Manager

Ford - Jefferson City, MO

Full-time - Manager

Jefferson City, MO

Transportation Equipment Manufacturing

About the position

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.

Responsibilities

• Drive best-in-class customer experience (CX) and loyalty-focused culture.
• Lead stores in establishing a process to increase pick-up and delivery activation within the region.
• Develop plans to solicit dealers to place units into mobile service and improve mobile service processes.
• Ensure dealers are signed up on an online service appointment solution and work to grow customer utilization of online appointments.
• Lead selected regional stores to implement processes to improve Pick-Up and Delivery, Mobile Service, and Online Reservations to meet FCP Standards.
• Manage the appeals process and make decisions on final resolutions.
• Conduct ongoing OneCX analysis to identify dealer opportunities for improvement.
• Lead the Customer Experience Specialist and dealers to develop Action Plans for improvement and execute monthly follow-ups.
• Lead the effort to enroll dealers in the Ford Guest Experience and ensure they take action based on objectives set at the FGE.
• Lead customer handling and education on customer handling tools and resources.

Requirements

• Bachelor's degree
• 5+ years of Sales & Service dealer contact experience.

Nice-to-haves

• Excellent Parts & Service business acumen
• Commercial experience preferred
• Excellent organizational skills and ability to multi-task
• Proven track record of achieving key deliverables in high-paced environments
• Ability to confidently deliver a compelling business case to Dealer Principals
• Ability to deliver timely & consistent results
• Self-starter capable of communicating across regions and at all levels
• Demonstrated proactive approach to problem solving with a focus on delivering results
• Strong presentation and critical thinking skills.

Benefits

• Immediate medical, dental, vision and prescription drug coverage
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments
• Vehicle discount program for employees and family members
• Tuition assistance
• Established and active employee resource groups
• Paid time off for individual and team community service
• A generous schedule of paid holidays, including the week between Christmas and New Year's Day
• Paid time off and the option to purchase additional vacation time.