Job DescriptionCustomer Loyalty Program Manager 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.
ResponsibilitiesWhat you'll do...U.S. Customer Loyalty Program (CLP) Manager
- 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.
Loaner 2.0 Program Transformation
- 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.
Change Management, Training & Education
- 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.
Field Empowerment & Dealer Engagement
- 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.
Budget, Forecasting & Finance Partnership
- 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.
Vendor & Cross-Functional Partnership
- 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.
QualificationsYou'll have...- Bachelor's degree
- 5+ years in Field Sales/Service with deep knowledge of dealership sales and fixed operations.
- 5+ years of experience lead cross-functional initiatives, drive change management across dealer networks, and influence 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.
Even better, you may have...- 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.
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-$218,100.
Final determination of salary grade will be based on candidate's skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value.
For more information on salary and benefits, click here: https://fordcareers.co/LL6
This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week. #LI-Hybrid #LI-MK1
