Manager, Digital Ecosystem Performance
About The Position
As the Manager, Digital Ecosystem Performance, you'll be the go-to voice for understanding how new Ford and Lincoln owners experience and engage with our digital ecosystem, from the moment they activate the Ford & Lincoln App through years of ownership. You'll go beyond reporting what happened to uncovering why it happened and what's likely to happen next, giving the business the foresight to act before problems show up in the numbers. Partnering across strategy, product, marketing, customer experience, and finance teams, you'll turn customer behavior into clear, actionable insight that shapes how Ford grows engagement, conversion, and value across the ownership journey. Your work will directly influence how confidently and quickly Ford can make decisions that improve the customer experience and the business.
Requirements
- Bachelor's degree or equivalent combination of education and experience.
- 7+ years of experience in business strategy, business intelligence, customer analytics, performance management, consulting, finance, or a related field.
- Experience analyzing customer cohorts, lifecycle behavior, conversion funnels, or retention trends.
- A track record of building KPI frameworks, scorecards, dashboards, or executive reporting that drives business decisions.
- Strong analytical and critical-thinking skills, with the ability to turn data into clear, actionable recommendations.
- Experience partnering with cross-functional teams across business, analytics, product, marketing, finance, and technology.
- Strong communication and storytelling skills, with the ability to simplify complex analysis for varied audiences.
- Demonstrated ability to influence decisions and build alignment across teams without formal authority.
Nice To Haves
- An MBA or advanced degree in Business, Analytics, Economics, Engineering, Data Science, or a related field.
- Experience supporting a digital product, mobile app, subscription, or connected-services business.
- Background in cohort analysis, churn or retention modeling, trial-to-paid conversion, or customer segmentation.
- Experience building forecast models or early-warning indicators to track performance against plan.
- Familiarity with connected vehicle platforms, automotive ownership journeys, or app-enabled customer experiences.
- Experience connecting customer behavior to revenue or business outcomes in partnership with Finance or commercial teams.
Responsibilities
- Lead the analysis of monthly customer cohorts, specifically new Ford and Lincoln buyers, to understand how they engage with the Ford & Lincoln App from activation through renewal.
- Build a clear, data-driven view of customer behavior across the ownership journey, including feature adoption, offer response, paid conversion, and retention.
- Spot early signals that predict future outcomes, like which customers are likely to convert, renew, or disengage, so the business can act ahead of the trend.
- Partner with forecasting and business teams to identify where performance is tracking to plan, and flag risks or opportunities early.
- Define and standardize the key metrics and success measures used to evaluate engagement, conversion, retention, and customer value across the organization.
- Turn complex customer data into clear recommendations that guide strategy, marketing campaigns, and investment decisions.
- Build executive-ready dashboards, scorecards, and business narratives that give leaders visibility into customer and business performance.
- Collaborate with analytics, data engineering, product, marketing, and finance teams to continuously improve data quality and forecasting accuracy.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
