CRM Strategy Manager

Ford•Dearborn, MI

14d

About The Position

CRM Strategy & Implementation: Design and implement CRM campaigns and strategies aligned with business objectives and customer lifecycle goals, specifically supporting marketing initiatives aimed at increasing customer engagement, retention, and loyalty. Oversee CRM system configuration, customization, and integration with other enterprise platforms (ERP, DMS, marketing automation, AEM, etc.). Customer Data Analysis & Segmentation: Analyze complex customer data sets to derive actionable insights, segment customers based on behavior, purchase history, and personalize communication approaches for targeted marketing initiatives. Ensure data integrity, segmentation, and compliance with privacy regulations (GDPR, CCPA, ECOA). CRM System Management: Oversee the day-to-day operation, configuration, user access management, and continuous improvement of Ford Credit's CRM software (e.g., Salesforce), ensuring data accuracy and smooth workflows. Customer Engagement & Campaigns: Collaborate with marketing teams to design targeted campaigns using CRM insights. Implement automated workflows for lead nurturing, service reminders, and loyalty programs. Cross-Functional Collaboration: Work closely with marketing, sales, customer service, aftersales, and IT departments to ensure CRM adoption and alignment with operational processes. Ensure CRM efforts are aligned with overall business objectives and to enhance lead tracking, pipeline visibility, and conversion rates. Train and support internal teams on CRM best practices and usage. Performance Monitoring & Reporting: Develop dashboards and reports for leadership to track KPIs such as retention, loyalty, and conversion rates with a specific focus on marketing campaign effectiveness and ROI. Monitor customer feedback, track marketing metrics and trends, and prepare and deliver regular reports on campaign performance and interactions to identify opportunities for improvement. Customer Journey Optimization: Design and manage customer journeys to maximize engagement and revenue, identifying opportunities to upsell or cross-sell financial products and services. Training & Compliance: Ensure all CRM activities comply with relevant laws and regulatory standards within the financial services industry. Continuous Improvement: Monitor CRM performance and recommend enhancements to improve marketing efficiency and customer satisfaction. Stay updated on emerging CRM technologies, certifications/trainings and automotive industry trends. Established and active employee resource groups Education: Bachelor's degree in Marketing, Business Administration, Information Systems, or a related field, with a strong preference for a marketing background. Experience: Minimum of 7-10 years of experience in a CRM, retention marketing, or customer success role. Technical Proficiency: Hands-on experience and strong understanding of CRM software (e.g., Salesforce, Microsoft Dynamics, SAP CRM), marketing automation tools, database management, and data analysis tools. Analytical Skills: Proven ability to analyze complex data to derive actionable insights and strategies, with experience in data visualization and reporting. Communication Skills: Excellent verbal and written communication skills for effective collaboration, reporting, and presenting information to various stakeholders, especially in presenting insights and recommendations to marketing leadership. Strong project management and stakeholder engagement skills. Marketing Principles: Strong understanding of marketing principles, customer segmentation, and marketing automation to develop highly targeted campaigns and personalized experiences. Customer-Centric Mindset: A deep understanding of customer needs and behaviors to tailor CRM strategies that enhance customer experience and foster long-term relationships. Marketing Knowledge: Deep understanding of marketing principles, customer segmentation, and marketing automation to develop highly effective targeted campaigns and personalized experiences. Familiarity with customer loyalty programs and digital marketing strategies. Project Management: Skilled in project planning, execution, and management to oversee various CRM initiatives and ensure successful project delivery. Problem-Solving: Efficient at identifying and resolving issues related to CRM system functionality or customer data inaccuracies and developing innovative solutions. Adaptability: Ability to stay updated on financial industry trends and best practices and adapt strategies to evolving market dynamics and consumer preferences. Collaboration: Proven ability to work cross-functionally and manage multiple projects simultaneously. Technical Integration: Experience with API integrations and data governance.

Requirements

Bachelor's degree in Marketing, Business Administration, Information Systems, or a related field, with a strong preference for a marketing background.
Minimum of 7-10 years of experience in a CRM, retention marketing, or customer success role.
Hands-on experience and strong understanding of CRM software (e.g., Salesforce, Microsoft Dynamics, SAP CRM), marketing automation tools, database management, and data analysis tools.
Proven ability to analyze complex data to derive actionable insights and strategies, with experience in data visualization and reporting.
Excellent verbal and written communication skills for effective collaboration, reporting, and presenting information to various stakeholders, especially in presenting insights and recommendations to marketing leadership.
Strong project management and stakeholder engagement skills.
Strong understanding of marketing principles, customer segmentation, and marketing automation to develop highly targeted campaigns and personalized experiences.
A deep understanding of customer needs and behaviors to tailor CRM strategies that enhance customer experience and foster long-term relationships.
Deep understanding of marketing principles, customer segmentation, and marketing automation to develop highly effective targeted campaigns and personalized experiences.
Familiarity with customer loyalty programs and digital marketing strategies.
Skilled in project planning, execution, and management to oversee various CRM initiatives and ensure successful project delivery.
Efficient at identifying and resolving issues related to CRM system functionality or customer data inaccuracies and developing innovative solutions.
Ability to stay updated on financial industry trends and best practices and adapt strategies to evolving market dynamics and consumer preferences.
Proven ability to work cross-functionally and manage multiple projects simultaneously.
Experience with API integrations and data governance.

Responsibilities

Design and implement CRM campaigns and strategies aligned with business objectives and customer lifecycle goals
Oversee CRM system configuration, customization, and integration with other enterprise platforms
Analyze complex customer data sets to derive actionable insights, segment customers based on behavior, purchase history, and personalize communication approaches for targeted marketing initiatives
Ensure data integrity, segmentation, and compliance with privacy regulations (GDPR, CCPA, ECOA)
Oversee the day-to-day operation, configuration, user access management, and continuous improvement of Ford Credit's CRM software (e.g., Salesforce), ensuring data accuracy and smooth workflows
Collaborate with marketing teams to design targeted campaigns using CRM insights
Implement automated workflows for lead nurturing, service reminders, and loyalty programs
Work closely with marketing, sales, customer service, aftersales, and IT departments to ensure CRM adoption and alignment with operational processes
Ensure CRM efforts are aligned with overall business objectives and to enhance lead tracking, pipeline visibility, and conversion rates
Train and support internal teams on CRM best practices and usage
Develop dashboards and reports for leadership to track KPIs such as retention, loyalty, and conversion rates with a specific focus on marketing campaign effectiveness and ROI
Monitor customer feedback, track marketing metrics and trends, and prepare and deliver regular reports on campaign performance and interactions to identify opportunities for improvement
Design and manage customer journeys to maximize engagement and revenue, identifying opportunities to upsell or cross-sell financial products and services
Ensure all CRM activities comply with relevant laws and regulatory standards within the financial services industry
Monitor CRM performance and recommend enhancements to improve marketing efficiency and customer satisfaction
Stay updated on emerging CRM technologies, certifications/trainings and automotive industry trends