Ford Motor Company
Cross-Segment CRM Specialist
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About the Role
The Customer Relationship Management (CRM) team is responsible for the direct digital communications to both our commercial and consumer customers in Europe for our complete product and service portfolio. We connect the capabilities of Salesforce and data with customer needs through personalized CRM solutions that build loyalty and drive growth across the acquisition, onboarding, in-life and retention customer journeys. We embrace working in an agile and highly collaborative manner and work closely with multiple cross-functional business, IT, and agency teams.
As our Cross-Segment CRM Specialist, you will drive the design, acceleration, and implementation of innovative always-on CRM campaigns and foundational journeys that bridge different customer segments. You will work across CRM channels to directly influence sales, loyalty, engagement, customer experience, and increased revenue from cross-sell opportunities.
Responsibilities
- Supporting the implementation of digital customer journeys that span commercial and consumer customer segments
- Working with colleagues across European marketing, sales, and service, local market CRM teams, IT, agency, analytics, app, and product teams to design and execute foundational lifecycle journeys that drive engagement for both consumer and commercial customers and prospects, and that are aligned with the digital web experience
- Creating and managing creative and technical CRM briefs that drive business impact and support complex, cross-segment campaigns
- Supporting dealer marketing strategy
- Managing, optimizing, and developing live and always-on campaigns
- Reviewing content and managing approvals
- Supporting local CRM requirements and queries
- Proactive monitoring and measuring impact and effectiveness of CRM
- Providing actionable insights that iteratively improve campaigns
- Supporting the wider cross-functional CRM team in achieving business and marketing objectives, including any compliance or departmental tasks
- Supporting the wider CRM team in achieving business or operational objectives that overlap between Consumer and Commercial pillars.
- Following audit, GDPR, and privacy processes and regulations as required
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Qualifications
You will be customer-focused, inquisitive, action-oriented, and enjoy change. Working in collaborative, positive, and agile teams, you will thrive in the kind of environment where you can share and reciprocate knowledge. You will have:
- 3+ years experience of CRM, with demonstrable strong B2C and B2B business acumen
- A good understanding of AI, digital marketing, and the CRM regulatory framework
- An interest and understanding of customer data, segmentation, and the ability to interpret analytics data to produce actionable insights with a high attention to detail
- Excellent verbal and written communication skills and be able to facilitate effective communication at all levels
- The ability to shape, define, and articulate business and customer opportunities and requirements into clear agency marketing briefs
- Passion for new technology, innovation, and customer experience with a strong customer focus
- Self-motivation and direction, with a demonstrated work ethic and ability to perform under pressure to meet deadlines
- Experience working with marketing agencies and (ideally) in a multi-market structure
- Energy, self-motivation, and adaptability to thrive in a fast-paced and agile environment
- The ability to think and lead strategically, and demonstrating a strong focus on impactful delivery and drive for results
- Experience leading complex projects with multiple cross-functional and multi-region stakeholders as well as external partners (desirable)
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The Company is committed to diversity and equality of opportunity for all and is opposed to any form of less favorable treatment or harassment on the grounds of race, religion or belief, sex, marriage and civil partnership, pregnancy and maternity, age, sexual orientation, gender reassignment, or disability.
As part of our pre-employment checks process, successful candidates will be required to undergo a criminal record check. This will be conducted in line with the Rehabilitation of Offenders Act 1974 and applied only to unspent convictions.
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