Ford - Salem, OR
posted 2 months ago
The Customer Experience Manager at Ford Motor Company plays a pivotal role in enhancing customer satisfaction and loyalty through the implementation of best-in-class customer experience (CX) strategies. This position is focused on delivering exceptional brand experiences in collaboration with the Field Team and Ford Dealers. The manager will oversee various initiatives including service reservations, mobile service, loyalty and rewards programs, advance service alerts, and remote sales. The goal is to foster a culture centered around customer loyalty and to ensure that all customer interactions reflect the high standards of the Ford brand. In this role, the manager will lead efforts to improve pick-up and delivery services, develop mobile service plans, and ensure that dealers are effectively utilizing online appointment solutions. The manager will also be responsible for implementing the Ford Commitment Program (FCP) across selected regional stores, ensuring that processes for pick-up and delivery, mobile service, and online reservations meet established standards. This includes managing the appeals process and making final resolution decisions. Additionally, the Customer Experience Manager will conduct ongoing analyses to identify opportunities for improvement within the OneCX framework and will work closely with Customer Experience Specialists and dealers to develop actionable plans. The role also involves leading the enrollment of dealers in the Ford Guest Experience program and ensuring that they take necessary actions based on set objectives. Effective communication and customer handling are critical components of this position, as the manager will provide education and resources to enhance customer interactions.