Customer Experience Manager

Ford - Salt Lake City, UT

Full-time - Manager

Salt Lake City, UT

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 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.

Responsibilities

• 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 work with dealers to improve mobile service process.
• Ensure dealers are signed up on an online service appointment solution and work with dealers to improve the process and grow the number of customers who utilize online service appointments.
• Lead the selected regional stores to implement processes to improve Pick-Up and Delivery, Mobile Service, Online Reservations, and meet training and staffing objectives in order to achieve FCP Standards.
• Manage appeals process and make decision on final resolution.
• Develop a plan and consult with the high sales/low SYNC-Connect activation Dealerships to achieve yearly activation objective.
• Conduct ongoing OneCX analysis and identify dealer opportunities for improvement.
• Lead the Customer Experience Specialist and dealers to develop Action Plans for improvement and execute monthly follow-up.
• Lead the effort to enroll dealers in the Ford Guest Experience and follow-up with dealers to ensure they take action based upon objectives set at the FGE.
• Lead customer handling and education/counseling 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 the ability to multi-task multiple priorities simultaneously
• Proved 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 and more
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
• Vehicle discount program for employees and family members and management leases
• 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.