Customer Experience Manager

Ford - Dover, DE

Full-time - Manager

Dover, DE

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 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.

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 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 ensure they take 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