Senior Manager, Commercial CRM

Ford Motor • Detroit, MI

18h • Hybrid

About The Position

The Senior Manager, Commercial CRM – Ford Pro leads the strategy, roadmap, and business case for Ford Pro’s customer relationship marketing program, an always-on direct channel serving commercial and fleet customers and prospects throughout their lifecycle. The role translates Ford Pro’s business and marketing strategy into a multi-year CRM vision across Vehicles, Service, Software, Charging, and Financing, and develops campaigns, offers, and journeys designed to drive measurable results such as repair orders, vehicle sales, software subscriptions, and attributed revenue.

Reporting into U.S. Marketing, this people-leadership and strategy role owns the strategic direction of Ford Pro CRM and leads the team and agency partners responsible for campaign execution, audience management, and optimization. The leader sets direction, secures investment, defines success, and builds and mentors a high-performing team. The position is hybrid and requires onsite work four or more days per week.

Requirements

• Bachelor’s degree in Marketing, Business, Information Systems, or equivalent practical experience.
• At least 8 years of progressive experience in CRM, lifecycle, or direct marketing.
• Significant experience in complex enterprise environments, including people leadership of marketing teams.
• Proven experience setting and executing a multi-year CRM strategy and roadmap, including building business cases and securing executive-level investment.
• Strong strategic and working knowledge of enterprise marketing technology ecosystems such as Salesforce and Adobe, sufficient to guide platform strategy and evaluate tradeoffs.
• Deep understanding of customer lifecycle strategy, audience segmentation, personalization, consent management, and email deliverability across complex, multi-product portfolios.
• Demonstrated ability to lead, develop, and retain high-performing teams and direct agency partners.
• Working knowledge of commercial fleet segments, including SMB, Regional/Vocational, Enterprise, and Municipal/Government, and how their needs shape CRM strategy.
• Strong executive presence and communication skills, with a track record of influencing senior leadership and cross-functional stakeholders.
• Analytical and financially literate, able to connect campaign performance to business results and translate data into strategic recommendations and resourcing decisions.
• Must be legally authorized to work in the United States; employment eligibility verification is required at hire.

Nice To Haves

• Commercial automotive, fleet management, B2B SaaS, or dealer-network marketing experience at a strategic or leadership level.
• Experience leading a CRM platform implementation, data integration, or CDP program.
• Experience applying AI and automation to marketing workflows.
• Experience managing multi-agency ecosystems and negotiating statements of work and vendor contracts.

Responsibilities

• Define and continuously evolve Ford Pro’s multi-year CRM strategy, aligning lifecycle marketing with commercial business goals, customer segment priorities, and annual planning cycles.
• Turn the CRM strategy into a prioritized and resourced roadmap of campaigns, customer journeys, and capabilities.
• Set the strategy for always-on journeys covering prospect acquisition, vehicle onboarding, service in-market, software adoption, and retention, as well as quarterly programs and offers.
• Own CRM programs from messaging strategy and journey design through launch, dealer enablement, and post-program analysis support.
• Represent CRM in go-to-market planning across Ford Pro Vehicles, Service, and Software/Telematics, and at sales events, product launches, and industry events.
• Serve as the primary voice for CRM strategy and performance with Ford Pro and Marketing leadership; deliver weekly, monthly, and quarterly reporting that connects CRM activity to business impact and ROI.
• Drive the CRM data and technology roadmap with Tech and Data teams for Salesforce Marketing Cloud and CDP platforms, including audience strategy, addressability, deliverability, preference and consent management, and personalization.
• Prioritize quarterly technology intake requests with IT and product partners and act as the business owner for CRM data quality and governance.
• Define leadership-level KPIs and hold the team accountable for reach, addressable audience, engagement, conversion, repair orders, attributed revenue, subscriptions, and list health.
• Lead a disciplined test-and-learn agenda and use results to guide strategic decisions and pivots.
• Set the operating model and governance for internal teams and agency partners, including briefs, business requirements, quality control, UAT, and status cadence.
• Lead agency evaluations and manage statements of work, budgets, and vendor performance.
• Monitor competitive, technology, and customer trends, including AI and agentic tools, personalization, and commercial B2B buying behavior, and build organizational support for change.
• Build, lead, mentor, and develop the Commercial CRM team, ensuring clear accountability, career development, and a high-performance culture.
• Partner across Marketing, Communications, Sales, Product, IT, dealers, and global teams.

Benefits

• Immediate medical, dental, vision, and prescription drug coverage.
• Paid parental leave, new parent ramp-up programs, and subsidized backup child care.
• Family-building benefits, including adoption and surrogacy expense reimbursement and fertility treatments.
• Vehicle discount program for employees and family members, and management leases.
• Tuition assistance.
• Employee resource groups.
• Paid time off for individual and team community service.
• Vacation time, sick/personal time, and paid holidays, including between Christmas Eve and New Year’s Day.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior