Ford - Juneau, AK
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 overall service appointment process through online solutions. 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. Conducting ongoing OneCX analysis to identify dealer opportunities for improvement is also a critical aspect of this role. The manager will lead the Customer Experience Specialist and dealers in developing actionable plans for improvement and will execute monthly follow-ups to ensure progress. Furthermore, the Customer Experience Manager will spearhead the enrollment of dealers in the Ford Guest Experience program, ensuring that they take necessary actions based on the objectives set during the program. Effective communication and customer escalations will be a significant part of the role, as the manager 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 travel over 100 miles from the assigned region and occasional hotel stays.