Customer Experience Manager

Ford; Allen Park (MI); On-site; USD 116,000 - 195,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Parental leave

Vehicle discount

Tuition assistance

Paid time off

Paid holidays

Job summary

Ford Rewards Loyalty Strategy team in Ford’s Integrated Services leads strategic growth across the loyalty program. This role shapes the program’s future, partnering with FCSD and senior leaders to deliver enterprise value.

You will drive the strategic roadmap, identify new opportunities for Rewards, and manage partnerships with internal and external teams. The role emphasizes AI-driven personalization and shipping tangible capabilities within an agile PDO environment.

Qualifications

• 3+ years in loyalty, membership, partnerships, or marketing.
• Experience in dealer environment (preferred).
• Experience building/negotiating/managing strategic partnerships (preferred).
• Knowledge of AI and data-driven personalization; applying to loyalty (preferred).
• Understanding dealer/retail franchise operations (preferred).
• Strong business acumen; tie program strategy to enterprise growth & financial outcomes.
• Ability to simplify complex issues & persuade for action.
• Use of frameworks to structure complex tasks.
• Ability to build cross-functional relationships with senior leaders.
• Experience creating clarity in ambiguous situations.
• Willingness to work in transformation environments with tight timelines.

Responsibilities

• Lead positioning and strategic roadmap for Ford Rewards; build differentiating value propositions.
• Identify and evaluate new spaces and use cases for expansion of Ford Rewards.
• Define and map ongoing partnership strategy with internal and external partners.
• Explore and champion AI applications to personalize member experience and predict insights.
• Translate strategy into shipped capability with technology and product teams.
• Define requirements/capabilities for program enhancements with digital product teams.
• Drive adoption and delivery of senior leadership objectives; align with enterprise priorities.
• Support the FR Visa team while staying aware of related opportunities.

Skills

Loyalty strategy

Dealer environment

Strategic partnerships

AI & personalization

Retail/franchise operations

Business acumen

Communication & persuasion

Frameworks & problem solving

Cross-functional collaboration

Ambiguity management

Change readiness

Education

Bachelor’s degree

Job description

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.

Here is what you will do:

• Position the program for growth. Lead the positioning and strategic roadmap for Ford Rewards. Build differentiating value propositions that earn trust and advocacy for the Ford brand and drive measurable enterprise growth.
• Find new places for Rewards to play. Identify and evaluate new spaces, use cases, and adjacent categories where Ford Rewards can expand and deliver incremental value to members, dealers, and the enterprise.
• Map and manage the partnership strategy. Define and map the ongoing partnership strategy for the program. Manage relationships with internal partners (Ford business units, FCSD, brand, sales) and external partners (retail, lifestyle, and ecosystem) to expand reach, relevance, and redemption value.
• Bring AI into the program. Explore and champion applications of AI that personalize the member experience, sharpen offer and engagement strategies, and produce predictive insights. The goal is a smarter, more proactive Ford Rewards.
• Turn strategy into shipped capability. Work with technology and product counterparts across the agile PDO organization to take concepts from idea to launch.
• Define what gets built. Work closely with the digital product organization to define the requirements and capabilities needed for program enhancements, so the program delivers the intended customer experience.
• Deliver on enterprise priorities. Drive adoption and delivery of senior leadership (L0 and L1) objectives. Make sure loyalty strategy connects directly to top-level enterprise priorities.
• Keep the Visa view. Stay aware of enterprise opportunities for FR Visa and support the FR Visa team, without owning that business.
• Measure what matters. Define and deliver OKRs and KPIs that measure success across the now, near, and far. Serve as a key input to the Customer Lifetime Value workstream.
• Align across the enterprise. Work with FCSD and cross-functional teams so the overall positioning of Ford Rewards supports company growth goals.

• 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.

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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