Job Type
Full-time
Description
Location: CMA's Williamsburg Ford
Position Overview: 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.
Schedule: Mon. - Fri. 40 hours/week
Compensation: $40k base salary plus performance-based bonuses
Key Responsibilities: Guest Loyalty & Upgrade Support
- 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
Incentives & Program Expertise
- 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
Vehicle Acquisition
- 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
Service Drive Collaboration
- 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
Proactive Outreach
- 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
Key Performance Indicators (KPIs)- Loyalty upgrades and retained Ford owners
- Vehicles purchased from guests
- Appointments set and completed
- FordPass engagement and incentive utilization (private offers)
- Customer satisfaction and relationship retention
Bonus Structure (Example Framework)- Bonus per loyalty upgrade delivered
- Bonus per vehicle purchased for inventory
- Customer experience bonus tied to satisfaction scores (above the region)
Requirements
Success Profile - The ideal Ford Loyalty Specialist demonstrates:
- 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
Qualifications- 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
Salary Description
$65,000 - $105,000 annually
