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Elena Ford Named To New Customer Experience Role At Ford Motor Company

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Elena Ford, 52, has been named to the role of Chief Customer Experience Officer at Ford Motor Company. The great-granddaughter of company founder Henry Ford, Elena Ford became the first female member of the Ford family to occupy a prominent leadership position within the company, previously serving as Vice President of Customer Experience and Global Dealer, starting in March, 2013. She also played a prominent role in developing and launching both FordPass and The Lincoln Way – Ford’s pair of customer experience/mobility apps.

“Elena is the ideal leader to take on the challenge of bringing Ford to world-class levels in terms of customer experience,” Ford President of Global Operations Joe Hinrichs says. “She has a genuine passion and unwavering focus on doing what’s right for our customers and a deep connection with our dealers. She has the ability to work across the Ford organization and regions and will ensure that everything we do is designed around the customer.”

In her new role, Elena Ford will lead a team whose purpose is to identify and address critical customer “pain points” – areas in which Ford and Lincoln buyers feel underserved – and work to improve everything from digital sites, to call centers, to service bays. She will report directly to Hinrichs.

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Ford Vice President of North American Manufacturing John Savona
Ford Vice President of North American Manufacturing John Savona

Ford today also announced the appointment of John Savona, 50, to the role of Vice President of North American Manufacturing. Savona, who started his 30-year career with Ford Motor Company as a security officer at the automaker’s Michigan Assembly Plant in Wayne, previously served as Director of Global Manufacturing Quality, working to improve Ford’s manufacturing quality around the globe.

“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,” says Ford Group Vice President of Manufacturing and Labor Affairs Gary Johnson. “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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Written by Aaron Brzozowski

Aaron Brzozowski is a writer and motoring enthusiast from Detroit with an affinity for '80s German steel. He is not active on the Twitter these days, but you may send him a courier pigeon.

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4 Comments

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  1. Now I know why the Ford Pass and Ford Remote Access App are such poorly executed programs. When your last names Ford nobody has the balls to tell you the software sucks. Ford continues to struggle with every attempt at providing a seamless multimedia experience for their customers. After My Ford Touch (My Ford Disappointment) SYNC3 was an improvement but it also has issues. Promised WiFi auto updating doesn’t work, integration issues with other software to name a couple. Ford needs to communicate software updates better with its customers or more and more will be switching brands. Chevrolet MyLink and Dodge U-Connect are superior multimedia systems that Ford needs to compete with. Right now they are dead last in multimedia and smartphone connectivity department and now we know why.

    • Yes, she would be proud of Elena:

      An heir to the Ford dynasty is being dragged in to a billion-dollar lawsuit lodged against the motor manufacturer, amid claims she is a bully and a sexist.

      One former female manager said: ‘Most people were afraid of her [Elena Ford], she was a bully, like a bull in a china shop. She made it clear all the time that she was a Ford and that her great-great-grandfather founded the company.’

      In 2011, Ms Ford, 50, was given 24 months on probation after being found twice over the legal limit while driving her Ford Explorer with her 11-year-old son in the backseat.

      Another former manager, who spent almost three decades at Ford, said: ‘Two years later, she’s promoted to vice-president. Anybody else at Ford would have been fired for that.’

  2. If this “Heiress” understands anything about the average Ford drivers “Customer Experience” then I have a bridge in Manhattan to sell you. This is nepotism and dynasty protection.

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