The Ford Motor Credit Company team helps put people behind the wheels of great Ford and Lincoln vehicles. By partnering with dealerships, we provide financing, personalized service and professional expertise to thousands of dealers and millions of customers in over one hundred countries around the world.
In this position...
Ford Credit is seeking a highly motivated and experienced CRM Strategy Manager to lead and optimize customer relationship management strategies. This pivotal role will focus on enhancing customer loyalty, driving engagement, and ensuring a seamless customer journey within the automotive financial services sector. The CRM Manager will be instrumental in leveraging data-driven insights to foster strong, lasting relationships with our customers, aligning with Ford's commitment to a customer-centric approach.
The CRM Strategy Manager at Ford Credit will be responsible for developing and executing comprehensive customer relationship management strategies, systems, and processes with direct strategic alignment to the overall marketing vision to enhance customer engagement, retention, and lifetime value. This role is critical in maintaining data quality, analyzing customer interactions, and aligning CRM technologies with Ford Credit's strategic business goals to drive effective marketing outcomes, improve customer experience, and support business growth in a highly competitive automotive market.
What you'll do...
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.
You'll have...
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.
Even better, you may have...
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.
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 leadership level 5 and ranges from $138,240-261,720.
For more information on salary and benefits, click here: https://fordcareers.co/LL5 (https://urldefense.com/v3/__https:/fordcareers.co/LL5__;!!N_LtwI-RPugbI9wg0dJn!BSRaF64ueaD2t3MoAhSTqbD3-e0zVkhlnuB1HWvFe1fJ7q84ohc3hPQhY-dfIbeJdFvvSK9m_Ljnc4k$)
Visa sponsorship is not available for this posit
