Ford - Dover, DE
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 implement mobile service options and improve the online appointment booking process for customers. In the context of the Ford Commitment Program (FCP), the Customer Experience Manager will guide selected regional stores in implementing processes that enhance pick-up and delivery, mobile service, and online reservations, while also meeting training and staffing objectives to achieve FCP standards. The manager will be responsible for managing the appeals process and making final resolution decisions. Furthermore, the role includes conducting ongoing OneCX analysis to identify opportunities for dealer improvement and leading the Customer Experience Specialist and dealers in developing actionable plans for enhancement, with regular follow-ups to ensure progress. The position also entails 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 escalations are critical components of this role, as the manager will provide education and counseling on customer handling tools and resources. This position requires a willingness to travel extensively, up to 75% of the work week, which may involve traveling over 100 miles from the assigned region and occasional hotel stays.