CRM Specialist

Ford Motor • Dearborn, MI

2d • Hybrid

About The Position

Ford is seeking a proactive and detail-oriented CRM Specialist to join our marketing team. In this pivotal role, you will be responsible for managing and executing CRM initiatives designed to enhance the customer experience across the entire customer lifecycle, from initial interest and shopping, through vehicle purchase and ownership, to long-term loyalty and retention. You will play a crucial part in leveraging customer data to personalize interactions, optimize customer journeys, and ensure brand consistency across all touchpoints. The CRM Specialist will manage the end-to-end process of CRM campaigns, from brief writing and strategy development to creative oversight, execution, and performance measurement. This role requires a strong collaborative spirit, working closely with various teams to deliver a seamless and engaging customer experience.

Requirements

• Strong CRM Knowledge: Proven expertise in CRM systems (e.g., Salesforce, Adobe Experience Cloud, Microsoft Dynamics) and a deep understanding of CRM principles, data analysis, marketing automation platforms, and customer journey mapping across the full customer lifecycle.
• Excellent Communication and Interpersonal Skills: Exceptional ability to communicate complex information clearly and persuasively, fostering strong relationships with diverse internal teams, external partners, and stakeholders.
• Strategic Thinking and Analytical Skills: Demonstrated ability to develop and implement effective, data-driven CRM strategies that align with business objectives and drive measurable results. Strong analytical skills to interpret complex data, identify patterns, and translate insights into actionable recommendations.
• Project Management Skills: Highly organized with a proven ability to manage multiple complex projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment. Experience managing end-to-end processes, including brief development, creative review, execution, and measurement.
• Creative and Innovative Thinking: Capacity to contribute to and develop engaging, effective, and brand-aligned marketing campaigns that resonate with diverse customer segments across different lifecycle stages.
• Customer-Centric Approach: A genuine passion for understanding and prioritizing customer needs and preferences, with a relentless focus on enhancing the overall customer experience.

Nice To Haves

• Bachelor's degree in Marketing, Business Administration, or a related field.
• 3+ years of experience in a CRM, digital marketing, or consumer marketing role, preferably within a large, complex consumer-facing organization.
• Proven track record of driving customer engagement, loyalty, and retention in a competitive market.
• Familiarity with the automotive industry.

Responsibilities

• CRM Strategy Development & Execution: Develop, execute, and refine CRM strategies aimed at improving customer engagement, retention, and satisfaction throughout the complete customer lifecycle. This includes contributing to strategic planning, writing comprehensive briefs, and translating strategies into actionable CRM programs.
• Data Analysis and Insights: Analyze complex customer data across all touchpoints (e.g., online behavior, purchase history, service interactions, loyalty program engagement) to identify trends, segment audiences, personalize marketing campaigns, and continuously optimize customer journeys. Translate data insights into actionable recommendations for campaign and program improvements.
• Brand Consistency: Ensure that Ford's brand messaging, visual identity, and voice are consistent and compelling across all customer interactions and CRM communications, including marketing materials, digital platforms (website, app), dealership communications, and customer service channels.
• Campaign Management (End-to-End): Manage the full lifecycle of CRM campaigns, from concept to completion. This includes: Brief Writing: Developing clear and concise campaign briefs outlining objectives, target audience, messaging, and desired outcomes. Strategy Input: Contributing to the strategic direction of campaigns based on customer insights and business goals. Creative Oversight: Collaborating with creative teams to develop compelling and on-brand assets, ensuring alignment with campaign objectives and customer journey stages. Execution: Overseeing the flawless execution of targeted CRM campaigns, including email marketing, in-app notifications, SMS, direct mail, loyalty programs, service reminders, new product announcements, and other digital initiatives. Measurement Oversight: Establishing clear KPIs, setting up tracking mechanisms, and overseeing the measurement of campaign performance.
• Cross-Functional Collaboration: Collaborate closely with marketing, sales, customer service, product development, IT, and dealership teams to ensure a unified and seamless customer experience that reflects Ford's commitment to excellence.
• Performance Monitoring and Reporting: Track and analyze the performance of CRM initiatives and campaigns against key KPIs (e.g., engagement rates, retention, conversion across various lifecycle stages). Provide regular, insightful reports to stakeholders, identifying areas for improvement and opportunities for optimization.
• Budget Management Support: Support the management of the CRM budget effectively, ensuring that campaigns are cost-efficient and deliver a strong return on investment.
• Staying Up-to-Date: Continuously monitor and evaluate the latest CRM trends, technologies, platforms, and best practices within and outside the automotive industry to drive innovation in customer relationship management at Ford.
• Customer Relationship Management: Champion a customer-centric approach, building and maintaining strong relationships with customers through various communication channels, fostering a sense of community and loyalty to the Ford brand throughout their entire journey.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees