Customer Experience (CX) Customer Care, Ford Energy

About the role

We are seeking a polished and organized Customer Experience Lead to join our communications and marketing team. You will serve as the architect of memorable experiences for prospective and existing Ford Energy customers, building trust and deepening relationships through thoughtfully curated interactions that reflect the caliber of the Ford Energy brand.

Responsibilities

• Experience design and coordination: Plan, personalize, and execute customer-facing experiences that build lasting relationships with prospective and current customers.
• Curated gifts: Source and deliver on-brand gifts and amenities for key contacts, tracking preferences to ensure every interaction feels considered and genuine.
• Merchandise: Own the development and execution of Ford Energy’s merchandise program from concept through delivery.
• Sales team partnership: Collaborate closely with the Ford Energy sales team to align customer experiences and merchandise with account priorities and key relationship-building milestones in the sales cycle.
• Cross-functional navigation: Work through Ford’s broader corporate structure to secure access to experiences, venues, and resources that can support Ford Energy’s customer engagement goals.
• Relationship intelligence: Maintain records of customer preferences, relationship history, and past experiences to ensure continuity and consistency across every engagement.
• Concierge-level communication: Serve as a polished, responsive point of contact for customer experience logistics with well-developed professional etiquette at every touchpoint.
• Vendor management: Identify, negotiate with, and manage merchandise and experience vendors to ensure detail-perfect and cost-effective execution.
• Budget stewardship: Track and manage budgets for customer experiences, gifting, and merchandise, ensuring smart use of resources.

Qualifications

• Client-facing expertise: 5+ years of experience in high-touch client relations, ideally supporting corporate or B2B relationships.
• Education: Bachelor’s degree in marketing, communications, business, hospitality, or related field. Even better, you'll have...
• A natural relationship-builder with warmth, poise, and creativity who treats every customer interaction as an opportunity to leave a lasting impression of the Ford Energy brand.
• Merchandise/product experience: Experience developing, sourcing, or managing branded merchandise or promotional products, including working directly with vendors on specifications, production, and delivery.
• Event planning: Track record of organizing seamless events, including site selection, booking, and vendor management, and day-of coordination.
• Impeccable communication: Exceptional written and verbal communication skills, with professional etiquette suitable for engaging senior executives and high-value customers.
• Agentic optimization: Experience building AI-native workflows Extreme attention to detail: A demonstrated ability to anticipate needs, catch small details others miss, and execute under pressure.
• Organizational navigation: Comfort and creativity in working through a large, complex corporate structure to identify and secure resources, approvals, and access across business units.
• Discretion and professionalism: Ability to represent the Ford Energy and Ford brand with polish and confidence, exercising sound judgment and discretion with high-profile customers.
• Project and vendor management: Strong organizational skills to manage multiple concurrent experiences, merchandise projects, vendors, and timelines without dropping details.
• Leadership Attributes: Visionary strategic thinker able to navigate rapidly evolving global energy storage markets.

Benefits

At Ford Energy, you have the backing of an industrial manufacturing powerhouse with the agility of a dedicated energy startup offering industry-leading technology. We offer a competitive compensation package including performance-based bonuses, Ford vehicle discounts, and the opportunity to shape the energy strategy of one of the world's most iconic brands.