Customer Experience Manager

Ford Motor Company

. Lead the positioning and strategic roadmap for Ford Rewards .

Posted 10/21/2026full-timeAllen Park • Michigan • United StatesMid-LevelSenior💰 $115,500 - $195,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in loyalty program strategy, partnership management, and AI-driven personalization to enhance customer engagement and drive enterprise growth. Proven ability to align cross-functional teams and deliver measurable outcomes through effective communication and strategic planning.

Highest-signal resume keywords

Loyalty Program StrategyPartnership ManagementAI-Driven PersonalizationCross-Functional CollaborationBusiness Acumen

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Strategic Roadmap DevelopmentProgram Enhancement RequirementsOKR and KPI DefinitionCustomer Lifetime Value AnalysisData-Driven Decision Making

Soft Skills

Persuasive CommunicationComplex Problem SimplificationFlexibility in Changing PrioritiesRelationship BuildingTeam Clarity in Ambiguity

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

LoyaltyMembershipPartnershipsDealer EnvironmentRetail Franchise Operations

About the role

Key responsibilities & impact

Lead the positioning and strategic roadmap for Ford Rewards
Build differentiating value propositions to drive Ford brand trust, advocacy, and measurable enterprise growth
Identify and evaluate new spaces, use cases, and adjacent categories for Ford Rewards expansion
Define and manage the program’s internal and external partnership strategy
Manage relationships with Ford business units, FCSD, brand, sales, retail, lifestyle, and ecosystem partners
Explore and champion AI applications for personalization, engagement strategies, and predictive insights
Work with technology and product counterparts across the agile PDO organization to take concepts from idea to launch
Define requirements and capabilities for program enhancements with the digital product organization
Drive adoption and delivery of senior leadership L0 and L1 objectives
Support the FR Visa team and monitor enterprise opportunities without owning that business
Define and deliver OKRs and KPIs
Contribute to the Customer Lifetime Value workstream
Align with FCSD and cross-functional teams to support company growth goals

Requirements

What you’ll need

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
Bachelor’s degree required; advanced degree a plus
Candidates must be legally authorized to work in the United States
Visa sponsorship is not available for this position

Benefits

Comp & perks

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
Family building benefits including adoption and surrogacy expense reimbursement
Fertility treatments
Vehicle discount program for employees and family members
Management leases
Tuition assistance
Established and active employee resource groups
Paid time off for individual and team community service
Generous schedule of paid holidays, including the week between Christmas and New Year’s Day
Paid time off
Option to purchase additional vacation time