About this...
As the Commercial CRM Specialist, you will be the master storyteller behind our customer engagement lifecycle. You will be responsible for envisioning and defining how we interact with our commercial and fleet customers, ensuring every touchpoint is purposeful, data-driven, and aligned with our business objectives. You will bridge the gap between customer experience, business goals and technical execution, designing the blueprints that our technical teams will build.
What you'll do...
- Develop and oversee the holistic CRM roadmap for the commercial segment, focusing on lead generation, conversion, retention, and advocacy.
- Define Key Performance Indicators (KPIs) for CRM health and campaign effectiveness.
- Stay ahead of B2B/Commercial trends to ensure our outreach remains competitive and relevant to fleet owners and business operators.
- Design and document end-to-end customer journeys for various commercial personas and pillars (e.g., Small Business Owners, Fleet Managers, Government Entities).
- Identify "moments of truth" and friction points in the current customer experience and propose strategic interventions.
- Develop multi-channel orchestration strategies (Email, SMS, Push, In-vehicle, and Direct Sales) to ensure a seamless brand experience.
- Utilize a "test and learn" philosophy to constantly optimize journeys through A/B testing and behavioral
- Support the audience segmentation strategy, moving beyond basic demographics to behavioral and intent-based targeting.
- Oversee the "logic" of audience inclusion/exclusion to ensure message relevancy and prevent "marketing fatigue."
- Work closely with data teams to ensure data hygiene and that the right data signals are available for personalization.
- Act as the "Business Owner" for CRM, translating high-level business requirements into detailed functional requirements for the IT and MarTech teams.
- Collaborate with Creative and Content teams to ensure the brand voice is consistent across all automated journeys.
- Communicate strategy and performance results to senior leadership, providing insights on customer behavior and ROI.
You'll have...
- Strategic Mindset: Proven experience in building CRM or Lifecycle marketing strategies from the ground up.
- Journey Mapping Expertise: Proficiency in visualizing complex customer flows and identifying opportunities for automation and personalization.
- Analytical Depth: Ability to interpret data to find trends, evaluate campaign performance, and make strategy adjustments.
- Communication: Exceptional ability to explain complex strategic concepts to stakeholders at all levels.
Even better, if you have...
You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!
As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:
- Immediate medical, dental, vision and prescription drug coverage
- Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
- Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
- Vehicle discount program for employees and family members and management leases
- Tuition assistance
- Established and active employee resource groups
- Paid time off for individual and team community service
- A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
- Paid time off and the option to purchase additional vacation time.
This position is a salary grade 7 and ranges from $86,600-$144,900., This position is a salary grade 8 and ranges from $99,100-$166,200.
Final determination of salary grade will be based on candidate's skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value.
For more information on salary and benefits, click here: https://fordcareers.co/GSR
Visa sponsorship is not available for this position.
Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.
This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week. #LI-Hybrid, #LI-DH1
