Elena A. Ford is vice president, Global Dealer and Customer Experience, effective March 1, 2013. In this role, she connects customer insights with business innovations to accelerate the global transformation of the Ford experience inside dealerships and across all brand channels.
“We know that an exceptional experience is what today’s customers want and expect and are focused on understanding those expectations so deeply and so continuously that our customers feel that we care at each and every interaction, regardless of where they meet us,” she says.
This cross-functional work includes developing global standards and sharing best practices for planning, training, vehicle delivery and customer interaction with dealers and within the company. In this role, she was also responsible for the development and launch of FordPass and The Lincoln Way, Ford Motor Company’s ownership experience apps.
Previously, Ms. Ford was director, Global Marketing, Sales and Service from February 2009 through February 2013. In this role, she was responsible for implementing the company’s One Ford marketing vision globally.
She was appointed executive vice president, Global Brand and Marketing, Ford Credit in August 2007, leading marketing, product management and sales support activities for Ford’s financial services arm around the world.
Since joining the company in 1995, Ms. Ford served in a number of marketing, brand strategy and business management roles. Among her notable achievements is the development and launch of Ford’s global brand promise: Go Further.
Ms. Ford was twice named to the Automotive News list of 100 Leading Women in the North American Auto Industry, mostly recently in 2015.
Ms. Ford currently serves on the board of the Edsel & Eleanor Ford House. She previously held seats on the boards of the Henry Ford Health System and The Children’s Center, and remains involved with these organizations.
Ms. Ford is the great-great-granddaughter of Henry Ford and the granddaughter of Henry Ford II. She was born in New York in 1966, where she earned a bachelor’s degree in business from New York University, and today resides in Michigan.