Manager, Commercial CRM

Ford Motor Company • Dearborn, MI

5h • $115,500 - $218,100 • Hybrid

About The Position

Our Marketing, Sales & Service organization advances the Ford reputation as a visionary vehicle and mobility services company and helps deliver a trusted customer experience. Use your marketing, sales and service expertise to turn data-driven insights into innovative solutions that enhance sales and customer loyalty. Join us and be the eyes, ears and voice of Ford. In this position, the Manager, Commercial CRM owns both the design and execution of the commercial customer journey strategy across all the commercial pillars - defining where the journey should go, making it real in the Martech stack, and keeping it current as business conditions shift. As the Commercial CRM Manager, 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 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.

Requirements

• Bachelor's degree
• At least 5 years in CRM, lifecycle, or marketing automation, including 3+ years in B2B or account-based marketing (long cycles, multiple decision-makers, channel sales).
• Proven ownership of journey strategy — blueprints, segmentation frameworks, and roadmaps
• Proven ownership of live multi-step journeys from spec through launch and optimization.
• Track record managing a shared campaign calendar across competing stakeholders.
• Working knowledge of CRM/MarTech: deep tech stack expertise and accounts, contacts, leads, opportunities, lifecycle stages.
• Analytical fluency: funnel and cohort analysis, test design, control groups, basic business-case modeling.
• Understanding of deliverability, consent/preference management, and account-to-contact identity resolution.
• Strategic clarity — can state a journey point of view, the evidence, and what it will and won't deliver.
• Operational rigor — documents logic and prevents the errors that erode trust in CRM.
• Systems thinking — anticipates downstream contact conflicts before launch.
• Comfort switching altitude — executive narrative in the morning, journey canvas debugging in the afternoon.

Nice To Haves

• Commercial vehicle, fleet, automotive, or other B2B experience.
• Formal journey mapping, plus workshop facilitation with cross-functional and executive audiences.
• Telematics, connected-service, or product-usage data as a journey trigger and segmentation source.
• Marketing-to-sales handoff design: lead scoring, routing, SLA enforcement, closed-loop attribution.

Responsibilities

• Define lifecycle stages, moments that matter, and the target-state journey for each priority B2B audience segment.
• Build current- and target-state journey blueprints; identify friction, gaps, and dead ends across marketing, sales, dealer, and customer touchpoints.
• Own the segmentation and contact strategy framework — which segments matter, what they're worth, how each is treated differently.
• Own and defend the quarterly journey roadmap, prioritizing against business objectives, effort, data readiness, and expected value.
• Support measurement strategy up front (metrics, controls, attribution) so every journey gets a verdict.
• Support operation of lifecycle journeys across acquisition, onboarding, adoption, cross-sell, retention, and win-back.
• Design triggers, entry/exit criteria, decision splits, wait states, channel logic, fallbacks.
• Partner with GDIA/Pro360 and ProTech to close the data gaps that block strategy.
• Maintain journey documentation and change logs so any journey can be audited, handed off, or rebuilt.
• Own the master B2B campaign calendar and sequencing model — what reaches which account, in what order, at what priority.
• Set and enforce contact guardrails: frequency caps, fatigue thresholds, message priority hierarchy, conflict resolution.
• Coordinate sequencing across always-on programs, launches, offers, events, and dealer/field-initiated outreach.
• Manage suppression frameworks (active deals, service issues, do-not-contact, consent) to prevent over-solicitation.
• Accountable owner for rapid journey pivots driven by inventory, incentive, competitive, or performance shifts — with tradeoff recommendations, not just execution.
• Run a structured test-and-learn backlog across content, cadence, offer, and channel mix; codify wins into standards.
• Diagnose journey-level performance issues (entry volume, drop-off, stage conversion, deliverability) and intervene in days, not quarters.
• Reforecast impact when priorities change and reset stakeholder expectations clearly.
• Single point of accountability for journey strategy and execution across Brand, Content, GDIA, ProTech.
• Write creative and content briefs; manage review, approval, and workflows.
• Manage agency and vendor partners on scope, SLAs, and quality; present strategy and pivot rationale to senior leadership.

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: Manager