Ford - Salt Lake City, UT
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 online appointment systems, thereby enhancing customer engagement and satisfaction. The Customer Experience Manager will also spearhead the Ford Commitment Program (FCP), guiding selected regional stores in implementing processes that meet training and staffing objectives while achieving FCP standards. This includes managing the appeals process and making final resolution decisions. The role requires conducting ongoing OneCX analysis to identify opportunities for dealer improvement and leading the Customer Experience Specialist and dealers in developing actionable plans for enhancement. Furthermore, the manager will be responsible for enrolling dealers in the Ford Guest Experience program and ensuring they take necessary actions based on set objectives. Effective communication and customer escalations are also critical components of this role, as the manager will lead customer handling initiatives and provide education on customer handling tools and resources. The position demands a willingness to travel extensively, with expectations of up to 75% travel during the work week, which may include long distances and overnight hotel stays.