Description:
Location: CMA's Williamsburg FordPosition 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/weekCompensation: $40k base salary plus performance-based bonusesKey Responsibilities:Guest Loyalty & Upgrade SupportEngage current Ford owners to review vehicle equity, ownership benefits, and upgrade opportunitiesPresent personalized options to transition guests into a newer Ford vehicle (Apollo)Deliver a consultative experience focused on long-term relationships rather than one-time transactionsIncentives & Program ExpertiseMaintain deep knowledge of current Ford incentives and programsEducate guests on FordPass points and assist with redemption strategiesCommunicate available service incentives that create value for guestsVehicle AcquisitionAppraise and present offers to purchase customer vehicles, even when a replacement vehicle is not purchasedCoordinate with inventory and buying strategy to support used vehicle growthService Drive CollaborationWork closely with the service team to identify guests who may benefit from upgrading or selling their vehicleProvide clear, respectful introductions that create a seamless experience between service and salesProactive OutreachFollow up with previous buyers, service guests, and loyalty prospectsMaintain consistent communication through calls, texts, and digital channelsTrack guest interactions and next steps through CRM tools Key Performance Indicators (KPIs)Loyalty upgrades and retained Ford ownersVehicles purchased from guestsAppointments set and completedFordPass engagement and incentive utilization (private offers)Customer satisfaction and relationship retentionBonus Structure (Example Framework)Bonus per loyalty upgrade deliveredBonus per vehicle purchased for inventoryCustomer experience bonus tied to satisfaction scores (above the region)
Requirements:
Success Profile - The ideal Ford Loyalty Specialist demonstrates:Strong communication and relationship-building skillsHigh attention to detail with incentives and ownership programsAbility to educate rather than pressureConfidence discussing vehicle value, equity, and upgrade pathwaysConsistent follow-through and daily activity disciplineQualificationsAt least one year of experience working in a customer-facing roleFriendly, patient, and customer-focused mindsetExcellent communication and interpersonal skillsWillingness to learn and grow professionallyBasic computer literacyMust have a valid driver's licenseCarters Myers Automotive provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.Employment offers are contingent upon the successful completion of a drug screening and background check.Compensation details: 00 Yearly SalaryPI79753a129c2e-0001
