Customer Experience Manager

Job ID: 72697
Location: Allen Park, Michigan
Category: Customer Experience

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At Ford, you’ll work on ideas that matter, alongside passionate people who want to make a global impact. Together, we’re shaping the next era of transportation—grounded in purpose, driven by progress. Make your move.

Job Type: Full time
Work Type: Hybrid

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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.

For more information on salary and benefits, click here: https://fordcareers.co/LL6

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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Change the world with your ideas.

Speak up. We’re listening. At Ford, we believe the right ideas, and the people behind them, can move an entire industry. Here, you'll work with teams who value your voice, push bold ideas forward, and leave a mark that lasts.

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Support designed to go the distance.

From day one, Ford invests in you with medical benefits built to help you plan for what’s next. You’ll also get support for you and your family that meets you at every step, so you can move forward with confidence.

Health and Wellness

Comprehensive medical, dental, vision, mental health, and unique wellness perks keep you and your family supported every step of the way.
Financial and Retirement Programs

Build a strong financial future with robust retirement contributions, savings programs, and free personalized financial planning tools.
Flexible Vacation and Holidays

Enjoy your time away from work with generous vacation, holidays, and flexible family leave designed to help you balance life and work with ease.
Vehicle Discount Program

The best thing about building great products is driving them! The second-best thing: sharing your discount with family and friends so they can drive them, too.
Family Growth and Support

Grow your family confidently with fertility, surrogacy, and adoption assistance, paid parental leave, and a supportive new-parent ramp-up program.
Additional Programs

Enjoy unexpected extras like pet insurance, legal services, identity protection, and access to convenient health and wellness services.

Ford gives me the space to innovate, to lead, and to serve — all while staying true to who I am as an engineer, educator, and parent. It’s not just a career; it’s a community that drives change.

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Customer Experience Manager

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Looking for jobs tailored to you?

Change the world with your ideas.

Support designed to go the distance.

Health and Wellness

Financial and Retirement Programs

Flexible Vacation and Holidays

Vehicle Discount Program

Family Growth and Support

Additional Programs

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