Customer Experience Manager

Ford Motor • Allen Park, MI

7d • Onsite

About The Position

The Customer Experience Manager is a key strategy and business lead for the Ford Rewards loyalty program within Ford’s Integrated Services organization. The role partners closely with Ford Customer Service Division and other cross-functional teams across the customer ownership journey, shaping the program’s direction and aligning it with senior leadership objectives and enterprise growth priorities.

The manager develops the program’s positioning and strategic roadmap, identifies new opportunities for rewards, and defines partnership strategy. The role also explores AI applications for personalization and predictive insights, translates strategy into product and technology capabilities, and establishes measures of success. It supports the FR Visa team and its enterprise opportunities but does not own that business.

The position requires a bachelor’s degree and at least three years of experience in loyalty, membership, partnerships, or marketing. Dealer-environment experience and strategic partnership experience are preferred. Ford describes this as leadership level 6, with a salary range of $115,500–$195,100. Visa sponsorship is not available; candidates must be legally authorized to work in the United States.

Requirements

• At least 3 years of experience in loyalty, membership, partnerships, or marketing, developing ways to drive engagement and growth within a brand framework.
• Bachelor’s degree required.
• Working knowledge of AI and data-driven personalization, and curiosity about applying them to loyalty.
• Strong business acumen and 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 structure complicated tasks and assignments.
• Ability to build cross-functional relationships and collaborate with peers, partners, and senior leaders.
• Experience creating clarity for teams in ambiguous situations and assignments.
• Willingness to work in an environment of transformation and change, on tight timelines, while driving process improvement.
• Flexibility and ability to cope with changing priorities.
• Ability to work with compassion, being tough on issues but good to people.
• Must be legally authorized to work in the United States; employment eligibility will be verified at hire.

Nice To Haves

• Understanding or experience working within the dealer environment.
• Experience building, negotiating, or managing internal and external strategic partnerships.
• Understanding of dealer and/or retail franchise operations.
• Advanced degree.

Responsibilities

• Lead positioning and the strategic roadmap for Ford Rewards, building value propositions that support brand trust, advocacy, and measurable enterprise growth.
• Identify and evaluate new spaces, use cases, and adjacent categories where Ford Rewards can deliver value to members, dealers, and the enterprise.
• Define and map the program’s partnership strategy and manage relationships with internal and external partners.
• Explore and champion AI applications for member personalization, offer and engagement strategies, and predictive insights.
• Work with technology and product counterparts across the agile PDO organization to take concepts from idea to launch.
• Define requirements and capabilities for program enhancements with the digital product organization to deliver the intended customer experience.
• Drive adoption and delivery of senior leadership L0 and L1 objectives, connecting loyalty strategy to enterprise priorities.
• Stay aware of enterprise opportunities for FR Visa and support the FR Visa team without owning that business.
• Define and deliver OKRs and KPIs across near-term and longer-term horizons, and serve as a key input to the Customer Lifetime Value workstream.
• Align with FCSD and cross-functional teams so Ford Rewards supports company growth goals.

Benefits

• Immediate medical, dental, vision, and prescription drug coverage.
• Flexible family care days, paid parental leave, new parent ramp-up programs, and subsidized backup child care.
• Family-building benefits, including adoption and surrogacy expense reimbursement and fertility treatments.
• Vehicle discount program for employees and family members and management leases.
• Tuition assistance.
• Employee resource groups.
• Paid time off for individual and team community service.
• Paid holidays, including the week between Christmas and New Year’s Day.
• Paid time off and the option to purchase additional vacation time.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager