Customer Loyalty Program Manager

Ford • Allen Park, MI

22h • $115,500 - $218,100 • Hybrid

About The Position

As the Customer Loyalty Program Manager, you will own the end-to-end strategy, execution, and continuous transformation of Ford's U.S. Customer Loyalty Program (CLP) and Loaner programs. In this highly visible role, you will lead the modernization and strategic design of our loaner ecosystem, establishing a frictionless, Best-in-Class (BIC) experience for our dealer partners and customers across the entire ownership lifecycle. You will champion change management across our field organization and dealer network, manage critical vendor relationships, and partner closely with Finance to deliver against budget, operational, and customer experience (CX) targets. Operating with significant autonomy, you will serve as a key influencer to senior stakeholders across the enterprise, shaping the future of Ford's dealer and customer mobility experience.

Requirements

• Bachelor's degree
• 5+ years in Field Sales/Service with deep knowledge of dealership sales and fixed operations.
• 5+ years of experience leading cross-functional initiatives, driving change management across dealer networks, and influencing senior stakeholders without direct authority.
• 5+ years of experience acting as a strategic consultant to train and coach field and dealer partners on program adoption, compliance, and process improvements.
• 3+ years of experience with analytical capabilities with experience building and interpreting dashboards (Excel, Power BI, or equivalent) to drive data-backed, strategic decisions.

Nice To Haves

• Demonstrated experience managing budgets and forecasting spend in partnership with Finance, alongside managing external vendors against SLAs
• Experience working with global and cross-functional partners to scale program enhancements and optimize customer experience (CX) outcomes.
• Outstanding written and verbal communication skills with a customer-focused, self-starting mindset and the ability to manage multiple priorities autonomously.

Responsibilities

• Manage the U.S. Customer Loyalty Program end-to-end, including strategy, execution, and continuous improvement.
• Develop and execute the CLP Action Plan and lead monthly CLP reporting reviews with senior management.
• Continuously monitor and adjust the CLP calculator; maintain Goodwill Levers (including Fleet) and partner with Quality on action plans.
• Manage Global CLP monthly meetings and lead the Global CLP Template and Global Dashboard.
• Drive dealership engagement with CLP and Loaner programs.
• Transform the loaner process by leveraging Ford Motor Company's scale to drive process improvements that strengthen operational performance and messaging, driving CLP/Loaner compliance and adoption.
• Drive increased dealer utilization of the FYIS loaner program and deliver monthly regional reporting to improve PRENT utilization.
• Lead initiatives to streamline Part/Tech Delay case handling, modeled after FYIS best practices.
• Work cross-functionally with Recall teams for seamless execution of recall loaners.
• Launch dealer budgets twice annually with regional input.
• Analyze RO duration impact on loaner usage and recommend corrective actions.
• Create and drive change management initiatives for field and dealer personnel to ensure educational opportunities are consistently available.
• Ensure that all training guides and educational materials are up to date and reflect the most current program processes and guidelines.
• Lead regular reviews with the General Office team.
• Develop and report monthly Field Empowerment metrics, including FordPass Rewards integration.
• Maintain strong relationships with Field Operations.
• Grow dealer and field engagement for CLP and Loaner programs.
• Own the Dealer Customer Support Dashboard.
• Forecast yearly CLP and Loaner spend, monitor actual spend versus forecast, and identify areas of risk or savings opportunity in partnership with Finance.
• Manage and report on the U.S. CLP Budget — identify potential hiccups and report performance monthly.
• Ensure timely PO submission and ongoing spend tracking against budget targets.
• Identify and deliver operational efficiencies across your workstream by highlighting areas of inefficiency and working with key stakeholders to drive change.
• Manage relationships with outside vendors — OneMagnify, Alteris, and Lease Management Companies.
• Lead OneMagnify deliverables including report consolidation, Lincoln reporting, reporting for additional markets, CLP and Loaner spend forecasting, quarterly priority management, and objective-aligned reporting.
• Support PSMAC initiatives and monthly calls; recommend CRC operational process and technology enhancements.

Benefits

• 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.

What This Job Offers

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