Customer Experience Manager

The Ford Rewards Loyalty Strategy team sits within Integrated Services (IS) and partners closely with Ford Customer Service Division (FCSD) across the full ownership journey. Our job is to position Ford Rewards (FR) to deliver enterprise growth: setting the vision and strategy for the loyalty program, finding new spaces where rewards can create value, and building the partnerships that make that growth possible.

This role is one of the key strategy and business leads for the Ford Rewards loyalty program. You will shape where the program goes next and how it supports Ford’s senior leadership (L0 and L1) objectives.

- 3+ years in loyalty, membership, partnerships, or marketing, developing new ways to drive engagement and growth within a brand framework
- Understanding or experience working within the Dealer environment (preferred)
- Experience building, negotiating, or managing strategic partnerships, internal and external (preferred)
- Working knowledge of AI and data-driven personalization, and curiosity about applying them to loyalty
- Understanding of dealer and/or retail franchise operations (preferred)
- Strong business acumen, with the ability to connect program strategy to enterprise growth and financial outcomes
- Ability to simplify complex issues and make a persuasive case for change that leads to action
- Ability to use frameworks to bring structure to complicated tasks and assignments
- Ability to build strong cross-functional relationships and collaborate with peers and partners, including senior leaders
- Experience creating clarity for the team in ambiguous situations and assignments
- Willingness to work in an environment of transformation and change, on tight timelines, while driving continued process improvement
- Flexibility and ability to cope with changing priorities
- Work in an environment of compassion; be tough on issues but good to people
- We are building a diverse team that brings together multiple backgrounds and experiences to create diversity of thought. Success will require a mix of talent that collectively understands the customer (as people), dealers, service, credit, marketing and sales, product development, and more.
- Bachelor’s degree required; advanced degree a plus

You 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.

This position is leadership level 6 and ranges from $115,500-$195,100.

For more information on salary and benefits, click here: https://fordcareers.co/LL6

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.

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