Ford Names Elena Ford Chief Customer Experience Officer, Savona VP NA Manufacturing
Ford Motor Company has named Elena Ford, 52, its new Chief Customer Experience Officer. Ford will report directly to Ford President of Global Operations Joe Hinrichs; the nature of the automaker’s Global Operations umbrella will allow Ford to work directly with Ford Customer Service Division and the Quality division while maintaining an active role within Sales and Marketing and the global dealer network.
“Elena is the ideal leader to take on the challenge of bringing Ford to world-class levels in terms of customer experience. She has a genuine passion and unwavering focus on doing what’s right for our customers and a deep connection with our dealers,” Hinrichs said. “She has the ability to work across the Ford organization and regions and will ensure that everything we do is designed around the customer.”
Ford will lead a team that will analyze potential pain points with customers and work to eliminate issues in order to improve overall customer satisfaction.
“Our goal is to be the most trusted company and we must deliver the most trusted experience for our customers,” said Ford. “For our loyal customers, this could mean a faster oil change, a more intuitive app, or an easier way to schedule servicing.”
It was also announced that John Savona will become Ford’s vice president of North American Manufacturing as well as an elected company officer. Savona, 50, is Ford’ previous director of Global Manufacturing Quality, and in his new role he will oversee the operations of the automaker’s 30 North American manufacturing facilities.
“John has nearly 30 years of experience in Ford manufacturing, having held leadership positions in many of our manufacturing facilities and been responsible for key areas including global quality improvement,” said Gary Johnson, group vice president, Manufacturing and Labor Affairs. “We are excited to have his expertise focused on building the very best vehicles with the highest quality here in North America.”
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