Manager, Dealer Digital Strategy Ford Customer Service Division

Manager, Dealer Digital Strategy Ford Customer Service Division

Dearborn, MI, United States (Hybrid)

The Ford Purchasing team adds critical value to the entire organization. You’ll help us source the highest quality parts and services from around the globe while ensuring optimal cost and on-time delivery. You’ll also contribute to establishing a robust supply chain so that we can continually produce the vehicles our customers want.

In this position...

Are you a visionary leader passionate about revolutionizing the automotive retail experience through cutting-edge digital innovation? Ford Customer Service Division (FCSD) is committed to delivering an exceptional ownership experience throughout the full vehicle lifecycle and is rapidly expanding its global parts, service, and aftermarket business. We are seeking a highly capable and experienced Manager, Dealer Digital Strategy, to lead the transformation of our dealership technology landscape and elevate the digital customer experience across our extensive dealer network.

In this crucial role, you will be instrumental in bridging strategic vision with practical implementation. You will lead the development and execution of strategic technology partnerships, validate go-to-market strategies for new dealer experiences, and define comprehensive implementation plans for digital tools. Your leadership will directly shape how our dealers engage with technology, driving measurable business impact and fostering an advanced digital ecosystem that benefits both our dealer partners and customers.

What you ll do...

In this role, you will lead initiatives to enhance the dealership technology landscape and digital customer experience. You will be instrumental in bridging strategic vision with practical implementation for our dealer partners.

• Lead the development and execution of a dealership technology partner integration and endorsement strategy, identifying and securing 2-4 strategic partnerships.
• Validate the go-to-market strategy for new dealer experiences, including assessing a dual-track model, and conducting comprehensive market and competitive analysis research.
• Define comprehensive dealer implementation plans for new technologies and digital tools, including establishing usage metrics, requirements, and performance standards.
• Formulate and execute a robust digital strategy specifically for the Ford Customer Service Division (FCSD) dealer experience, ensuring alignment with overall business goals and digital transformation initiatives.
• Partner with regional leads to ensure consistent deployment of new digital processes and tools.
• Build and nurture relationships with regional Ford leads and dealer partners to pilot initiatives and identify new best practices.

You ll have...

Minimum

• Bachelor’s degree in business, Marketing, Project Management, or a related field.
• 3+ years of experience conducting customer and dealer research to inform strategic decisions.
• 2+ years of experience managing or working with DMS (Dealer Management System) partnerships.
• 2+ years of project or program management experience, with a focus on technology implementation or digital strategy.
• Proven experience taking strategy from conception through successful implementation.
• Experience partnering with cross-functional Ford teams that face our dealers on a day-to-day basis.

Even better, you may have...

Preferred

• Master's degree in Business Administration (MBA) or a related advanced degree.
• Experience in the automotive industry, specifically with dealership operations, aftersales, or digital retail.
• Demonstrated ability to drive digital transformation initiatives and manage change effectively.
• Strong analytical skills with experience defining and tracking key performance indicators (KPIs) for digital products and services.
• Excellent communication, presentation, and relationship-building skills with diverse stakeholders.
• Comfort in a fast-paced, energetic, highly interactive environment that prizes excellence.
• Familiarity with Agile methodologies and continuous improvement processes.

You may not check every box, or your experience may look a little different from what we ve…