Specialist, CRM

We are the movers of the world and the makers of the future. We get up every day roll up our sleeves and build a better world together. At Ford were all a part of something bigger than ourselves. Are you ready to change the way the world moves

The Customer Experience (CX) team delivers owner and user experiences that save time improve lives and create personal connections. We strive to build lifelong relationships and turn customers into brand advocates by ensuring they are treated like family.

In this position...

Ford is seeking a proactive and detail-oriented CRM Specialist to join our marketing this pivotal role you will be responsible for managing and executing CRM initiatives designed to enhance the customer experience across the entire customer lifecycle from initial interest and shopping through vehicle purchase and ownership to long-term loyalty and retention.

You will play a crucial part in leveraging customer data to personalize interactions optimize customer journeys and ensure brand consistency across all touchpoints. The CRM Specialist will manage the end-to-end process of CRM campaigns from brief writing and strategy development to creative oversight execution and performance measurement. This role requires a strong collaborative spirit working closely with various teams to deliver a seamless and engaging customer experience.

What youll do

• CRM Strategy Development & Execution: Develop execute and refine CRM strategies aimed at improving customer engagement retention and satisfaction throughout the complete customer lifecycle. This includes contributing to strategic planning writing comprehensive briefs and translating strategies into actionable CRM programs.
• Data Analysis and Insights: Analyze complex customer data across all touchpoints (e.g. online behavior purchase history service interactions loyalty program engagement) to identify trends segment audiences personalize marketing campaigns and continuously optimize customer journeys. Translate data insights into actionable recommendations for campaign and program improvements.
• Brand Consistency: Ensure that Fords brand messaging visual identity and voice are consistent and compelling across all customer interactions and CRM communications including marketing materials digital platforms (website app) dealership communications and customer service channels.
• Campaign Management (End-to-End): Manage the full lifecycle of CRM campaigns from concept to completion. This includes:
• Brief Writing: Developing clear and concise campaign briefs outlining objectives target audience messaging and desired outcomes.
• Strategy Input: Contributing to the strategic direction of campaigns based on customer insights and business goals.
• Creative Oversight: Collaborating with creative teams to develop compelling and on-brand assets ensuring alignment with campaign objectives and customer journey stages.
• Execution: Overseeing the flawless execution of targeted CRM campaigns including email marketing in-app notifications SMS direct mail loyalty programs service reminders new product announcements and other digital initiatives.
• Measurement Oversight: Establishing clear KPIs setting up tracking mechanisms and overseeing the measurement of campaign performance.
• Cross-Functional Collaboration: Collaborate closely with marketing sales customer service product development IT and dealership teams to ensure a unified and seamless customer experience that reflects Fords commitment to excellence.
• Performance Monitoring and Reporting: Track and analyze the performance of CRM initiatives and campaigns against key KPIs (e.g. engagement rates retention conversion across various lifecycle stages). Provide regular insightful reports to stakeholders identifying areas for improvement and opportunities for optimization.
• Budget Management Support: Support the management of the CRM budget effectively ensuring that campaigns are cost-efficient and deliver a strong return on investment.
• Staying Up-to-Date: Continuously monitor and evaluate the latest CRM trends technologies platforms and best practices within and outside the automotive industry to drive innovation in customer relationship management at Ford.
• Customer Relationship Management: Champion a customer-centric approach building and maintaining strong relationships with customers through various communication channels fostering a sense of community and loyalty to the Ford brand throughout their entire journey.

Youll have

• Bachelors or equivalent combination of relevant education and experience.
• Strong CRM Knowledge: Proven expertise in CRM systems (e.g. Salesforce Adobe Experience Cloud Microsoft Dynamics) and a deep understanding of CRM principles data analysis marketing automation platforms and customer journey mapping across the full customer lifecycle.
• Excellent Communication and Interpersonal Skills: Exceptional ability to communicate complex information clearly and persuasively fostering strong relationships with diverse internal teams external partners and stakeholders.
• Strategic Thinking and Analytical Skills: Demonstrated ability to develop and implement effective data-driven CRM strategies that align with business objectives and drive measurable results. Strong analytical skills to interpret complex data identify patterns and translate insights into actionable recommendations.
• Project Management Skills: Highly organized with a proven ability to manage multiple complex projects simultaneously prioritize tasks and meet deadlines in a fast-paced environment. Experience managing end-to-end processes including brief development creative review execution and measurement.
• Creative and Innovative Thinking: Capacity to contribute to and develop engaging effective and brand-aligned marketing campaigns that resonate with diverse customer segments across different lifecycle stages.
• Customer-Centric Approach: A genuine passion for understanding and prioritizing customer needs and preferences with a relentless focus on enhancing the overall customer experience.

You may not check every box or your experience may look a little different from what weve 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 builderor 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 Years Day

Paid time off and the option to purchase additional vacation time.

For more information on salary and benefits click here:

BENEFITS

This position is a range of salary grades SG5-SG8 .

Visa sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race religion color age sex national origin sexual orientation gender identity disability status or protected veteran the United States if you need a reasonable accommodation for the online application process due to a disability please call 1-.

This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week. #LI-Hybrid#LI-MN1