Ford - Augusta, ME
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 the activation of pick-up and delivery services within the region, ensuring that dealers are effectively utilizing these services to meet customer needs. Additionally, the manager will develop strategies to encourage dealers to implement mobile service units and improve the overall mobile service process. A significant focus will be placed on ensuring that dealers are signed up for an online service appointment solution, with the goal of increasing customer utilization of online appointments. The Customer Experience Manager will also oversee the Ford Commitment Program (FCP), guiding regional stores in implementing processes that enhance pick-up and delivery, mobile service, and online reservations. This includes managing the appeals process and making final resolution decisions. The role requires conducting ongoing OneCX analysis to identify opportunities for dealer improvement and leading the Customer Experience Specialist and dealers in developing actionable plans for enhancement. 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 be a key responsibility, as the manager will lead customer handling and provide education on available tools and resources.