Unclassified - Pierre, SD
posted 2 months ago
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.