Customer Loyalty Program Manager at Ford | Allen Park, MI | $116K/yr – $218K/yr

Ford

Customer Loyalty Program Manager

Allen Park, MI (Hybrid)

$116K/yr – $218K/yrSenior Level5+ years expFull time

Posted 4 weeks ago

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Job Summary

Own the U.S. CLP, coordinating cross-functional dealer engagement and program adoption, with a focus on strategy, execution, and continuous improvement across dashboards, budgets, and training for field teams.

CLP Ownership: End-to-end program strategy, execution, and ongoing refinement with executive-facing reporting.
Global/Regional Ops: Lead global template, regional budgets, and monthly reviews to drive consistent rollout and compliance.
Change & Enablement: Training, change management, and stakeholder alignment to improve dealer utilization and loaner program adoption.

Job Description

Responsibilities:

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.
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

Requirements:

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.

Nice-to-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.

Benefits:

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.

Ford

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We don't just make history -- we make the future. Ford put the world on wheels over a century ago, and our teams are re-inventing icons and creating groundbreaking connected and electric vehicles for the next century. We believe in serving our customers, our communities, and the world. If you do, too, come move the world and make the future with us.Ford is a global company with shared ideals and a deep sense of family. From our earliest days as a pioneer of modern transportation, we have sought to make the world a better place – one that benefits lives, communities and the planet. We are here to provide the means for every person to move and pursue their dreams, serving as a bridge between personal freedom and the future of mobility. In that pursuit, our 186,000 employees around the world help to set the pace of innovation every day. Privacy Policy: https://www.ford.com/help/privacy/

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