Customer Experience Manager

The Ford Rewards Loyalty Strategy team, part of Integrated Services (IS), is seeking a Customer Experience Manager to lead the strategy and growth of the Ford Rewards loyalty program. This role involves shaping the program's vision, identifying new opportunities, and building partnerships to drive enterprise growth.

Responsibilities:

• Position the Ford Rewards program for growth by developing a strategic roadmap and differentiating value propositions.
• Identify new spaces and use cases for Ford Rewards to expand and deliver incremental value.
• Manage relationships with internal and external partners to expand reach and relevance.
• Explore applications of AI to personalize the member experience and sharpen strategies.
• Collaborate with technology and product counterparts to launch new capabilities.
• Define requirements and capabilities needed for program enhancements.
• Drive adoption and delivery of senior leadership objectives.
• Measure success through OKRs and KPIs.
• Align with cross-functional teams to support company growth goals.

Qualifications:

• 3+ years of experience in loyalty, membership, partnerships, or marketing.
• Understanding of the dealer environment and experience with strategic partnerships preferred.
• Working knowledge of AI and data-driven personalization.
• Strong business acumen and ability to connect program strategy to enterprise growth.
• Ability to simplify complex issues and build strong cross-functional relationships.
• Bachelor's degree required; advanced degree a plus.

Benefits:

• Immediate medical, dental, vision, and prescription drug coverage
• Flexible family care days, paid parental leave, and subsidized back-up child care
• Family building benefits, including adoption and surrogacy expense reimbursement
• Vehicle discount program and management leases
• Tuition assistance
• Active employee resource groups
• Paid time off for individual and team community service
• Generous schedule of paid holidays
• Paid time off and option to purchase additional vacation time