Customer Experience Manager

Ford - Trenton, NJ

Full-time - Manager

Trenton, NJ

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. 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.

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 with them to improve the process.
• Lead the selected regional stores to implement processes to improve Pick-Up and Delivery, Mobile Service, Online Reservations, and meet training and staffing objectives to achieve FCP Standards.
• Manage appeals process and make decisions on final resolutions.
• 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-ups.
• Lead the effort to enroll dealers in the Ford Guest Experience and follow-up to ensure action based on 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
• 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 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.