Customer Experience Manager

$59,000 - $128,000/Yr

Unclassified - Pierre, SD

Full-time - Manager

Pierre, SD

About the position

The Customer Experience Manager at Ford Motor Company plays a pivotal role in enhancing customer satisfaction and loyalty through strategic management of service processes and dealer relationships. This position is designed for a leader who is passionate about delivering exceptional brand experiences and driving a culture focused on customer loyalty. The manager will work closely with the Field Team and Ford Dealers to implement best-in-class customer experience initiatives, including service reservations, mobile service, loyalty programs, and customer education. In this role, the manager will be responsible for leading the implementation of processes that improve pick-up and delivery services, mobile service offerings, and online appointment scheduling. This includes developing plans to engage dealers in mobile service and ensuring that they are equipped with the necessary tools to enhance customer interactions. The manager will also oversee the Ford Commitment Program (FCP), ensuring that regional stores meet training and staffing objectives to achieve FCP standards. Additionally, the Customer Experience Manager will conduct ongoing analyses to identify opportunities for improvement within the OneCX framework, guiding dealers in developing actionable plans to enhance their service offerings. The role requires strong communication skills to manage customer escalations and educate dealers on customer handling tools and resources. The position demands a proactive approach to problem-solving and the ability to deliver consistent results in a fast-paced environment. Candidates must be prepared for extensive travel, up to 75% of the work week, which may include long distances and overnight stays. The manager will be provided with a portfolio of dealers, necessary equipment, and a company vehicle to facilitate their responsibilities.

Responsibilities

• Drive best-in-class customer experience (CX) and a 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 to grow customer utilization of online service appointments.
• Lead the implementation of processes to improve Pick-Up and Delivery, Mobile Service, and Online Reservations under the Ford Commitment Program (FCP).
• Manage the appeals process and make decisions on final resolutions.
• Conduct ongoing OneCX analysis to identify dealer opportunities for improvement.
• Lead the Customer Experience Specialist and dealers to develop Action Plans for improvement and execute monthly follow-ups.
• Enroll dealers in the Ford Guest Experience and ensure they take action based on set objectives.
• Lead customer handling and education on customer handling tools and resources.

Requirements

• Bachelor's degree in a relevant field.
• 5+ years of Sales & Service dealer contact experience.

Nice-to-haves

• Excellent Parts & Service business acumen.
• Commercial experience preferred.
• Excellent organizational skills and 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
• 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.