Ford Loyalty Specialist - Williamsburg Ford

CMA's Williamsburg Ford•Leon, VA

About The Position

The Ford Loyalty Specialist is responsible for strengthening relationships with existing guests by helping them maximize the value of owning a Ford. This role focuses on loyalty retention, upgrading current owners into newer Ford vehicles, and purchasing vehicles when a replacement purchase is not the right fit. The position blends customer experience, product knowledge, and proactive outreach to drive long-term growth.

Requirements

At least one year of experience working in a customer-facing role
Friendly, patient, and customer-focused mindset
Excellent communication and interpersonal skills
Willingness to learn and grow professionally
Basic computer literacy
Must have a valid driver’s license
Strong communication and relationship-building skills
High attention to detail with incentives and ownership programs
Ability to educate rather than pressure
Confidence discussing vehicle value, equity, and upgrade pathways
Consistent follow-through and daily activity discipline

Responsibilities

Engage current Ford owners to review vehicle equity, ownership benefits, and upgrade opportunities
Present personalized options to transition guests into a newer Ford vehicle (Apollo)
Deliver a consultative experience focused on long-term relationships rather than one-time transactions
Maintain deep knowledge of current Ford incentives and programs
Educate guests on FordPass points and assist with redemption strategies
Communicate available service incentives that create value for guests
Appraise and present offers to purchase customer vehicles, even when a replacement vehicle is not purchased
Coordinate with inventory and buying strategy to support used vehicle growth
Work closely with the service team to identify guests who may benefit from upgrading or selling their vehicle
Provide clear, respectful introductions that create a seamless experience between service and sales
Follow up with previous buyers, service guests, and loyalty prospects
Maintain consistent communication through calls, texts, and digital channels
Track guest interactions and next steps through CRM tools