Ford - Trenton, NJ
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. The responsibilities encompass a wide range of customer service initiatives, including service reservations, mobile service, loyalty and rewards programs, advance service alerts, pick-up and delivery services, remote sales (e-commerce), and customer education and onboarding. The manager will be instrumental in establishing processes that enhance customer engagement and satisfaction across various service channels. In this role, the manager will lead efforts to increase pick-up and delivery activation within the region, ensuring that stores are equipped with effective processes. Additionally, the manager will develop strategies to encourage dealers to implement mobile service options and improve the overall mobile service experience. A key focus will be on ensuring that dealers are signed up for an online service appointment solution, working closely with them to enhance the process and increase customer utilization of online appointments. The Customer Experience Manager will also oversee the Ford Commitment Program (FCP), guiding selected regional stores in implementing processes that meet training and staffing objectives to achieve FCP standards. This includes managing the appeals process and making final resolution decisions. Conducting ongoing OneCX analysis will be essential to identify dealer opportunities for improvement, and the manager will lead the Customer Experience Specialist and dealers in developing actionable plans for enhancement, with regular follow-ups to ensure progress. Furthermore, the manager will spearhead the enrollment of dealers in the Ford Guest Experience program, ensuring that they take necessary actions based on set objectives. Effective communication and customer escalations will also fall under the manager's purview, where they will lead customer handling and provide education on customer handling tools and resources. This position requires a willingness to travel up to 75% of the work week, which may include extensive travel distances and occasional hotel stays.