Customer Experience Manager

Customer Experience ManagerWe are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we're all a part of something bigger than ourselves. Are you ready to change the way the world moves?In this position...The manager's role is to drive best-in-class CX, and a loyalty focused culture by delivering upon brand experiences with the Field Team and Ford Dealers which include service reservations, mobile service, loyalty and rewards, advance service alerts, service reservations, pick-up and delivery, remote sales (e-commerce), customer education and onboarding **.What you'll do...*-Pick-Up and Delivery-Lead stores in establishing a process to increase pick-up and delivery activation within the region.-Mobile Service-Develop plans to solicit dealers to place units into mobile service and work with dealers to improve mobile service process.-Online Appointments-Ensure dealers are signed up on an online service appointment solution and work with dealers to improve the process and grow the number of customers who utilize online service appointments.Ford Commitment Program (FCP)-Lead the selected regional stores to implement processes to improve Pick-Up and Delivery, Mobile Service, Online Reservations, and meet training and staffing objectives in order to achieve FCP Standards.-Manage appeals process and make decision on final resolution.-Develop a plan and consult with the high sales/low SYNC-Connect activation Dealerships to achieve yearly activation objective.OneCX-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-up.Ford Guest Experience-Lead the effort to enroll dealers in the Ford Guest Experience and follow-up with dealers to ensure they take action based upon objectives set at the FGE.Communication and Customer Escalations-Lead customer handling and education/counseling on customer handling tools and resources.You must be willing to travel up to 75% of the work week.Travel may be up to 100+ miles from assigned region, may include fly zones.Hotel stays will be required at times.You'll be equipped with:-Portfolio of dealers-Necessary equipment and data to attain your daily and monthly goals-Company VehicleYou'll have...-Bachelor's degree-5+ years of Sales & Service dealer contact experienceEven better, you may have...-Excellent Parts & Service business acumen-Commercial experience preferred-Excellent organizational skills and the ability to multi-task multiple priorities simultaneously-Proved 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 skillsYou may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder...or all of the above? No matter what you choose, we offer a work life that works for you, including:- 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 and more- Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more- 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.For a detailed look at our benefits, click here:https://fordcareers.co/LL5NonHTHD (https://urldefense.com/v3/\_https:/fordcareers.co/LL5NonHTHD\;!!N\LtwI-RPugbI9wg0dJn!HkGCyGRI5jPwLtx5FUY\4L5IRiHQp-250j4pBuPWm8ecHiyj3YOlGOLlRwxnRyUQWCrYK\LKqA9myYjAeQ$)This position is a leadership level 5.Visa sponsorship is not available for this position.Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.#LI-HybridThe Customer Experience Manager provides strategic direction and tactical action plans/resources to achieve Regional objectives in the following areas:Pick-Up and DeliveryLead stores in establishing a process to increase pick-up and delivery activation within the regionMobile ServiceDevelop plans to solicit dealers to place units into mobile service and work with dealers to improve mobile service processOnline AppointmentsEnsure dealers are signed up on an online service appointment solution and work with dealers to improve the process and grow the number of customers who utilize online service appointmentsFord Commitment Program (FCP)Lead the selected regional stores to implement processes to improve Pick-Up and Delivery, Mobile Service, Online Reservations, and meet training and staffing objectives in order to achieve FCP StandardsManage appeals process and make decision on final resolutionFordPassDevelop a plan and consult with the high sales/low SYNC-Connect activation Dealerships to achieve yearly activation objectiveOneCXConduct ongoing OneCX analysis and identify dealer opportunities for improvementLead the Customer Experience Specialist and dealers to develop Action Plans for improvement and execute monthly follow-upFord Guest ExperienceLead the effort to enroll dealers in the Ford Guest Experience and follow-up with dealers to ensure they take action based upon objectives set at the FGECommunication and Customer EscalationsLead customer handling and education/counseling on customer handling tools and resourcesCandidates must be willing to travel 75% of the work week- Travel may be up to 100+ miles from assigned Region, may include fly zones- Hotel stays will be required at times- You will be equipped with:- Your portfolio of dealers- Skills, necessary equipment, and data to attain your daily and monthly goals- A company carMinimum Qualifications:- Bachelor's degree- 5+ years of Sales & Service dealer contact experiencePreferred Qualifications:- Excellent Parts & Service business acumen- Commercial experience preferred- Excellent organizational skills and the ability to multi-task multiple priorities simultaneously- Proved 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 skillsRequisition ID : 33787