Senior Manager, Commercial CRM

At Ford Motor Company, you can build more than vehicles. Come build what matters.

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.

In this position...

The Senior Manager, Commercial CRM – Ford Pro is the CRM leader accountable for setting and championing the near- and long-term strategy, roadmap, and business case for Ford Pro's customer relationship marketing program, the always-on direct channel that reaches commercial and fleet customers and prospects at every stage of their lifecycle.

Responsibilities

• Define and continuously evolve the multi-year CRM strategy for Ford Pro, aligning lifecycle marketing to Ford Pro's commercial business goals, customer segment priorities, and annual planning cycles.
• Translate that vision into a prioritized, resourced roadmap of campaigns, journeys, and capabilities owned by the team.
• Set the strategy for always-on customer journeys and for quarterly programs and offers.
• Represent CRM in go-to-market planning across the full Ford Pro ecosystem.
• Serve as the primary voice for CRM strategy and performance with Ford Pro and Marketing leadership.
• Define the KPIs that matter most at the leadership level and hold the team accountable to them.
• Set the operating model and governance for how internal teams and agency partners deliver CRM.
• Proactively scan the competitive, technology, and customer landscape to identify where Ford Pro CRM should lead or evolve next.
• Build, lead, mentor, and grow the Commercial CRM team.

Qualifications

• Bachelor's degree in Marketing, Business, Information Systems, or equivalent practical experience.
• 8+ years of progressive experience in CRM, lifecycle, or direct marketing, with significant experience within complex enterprise environments, including people leadership of marketing teams.
• Proven experience setting and executing a multi-year CRM strategy and roadmap.
• Strong strategic and working knowledge of enterprise martech ecosystems.
• Demonstrated ability to lead, develop, and retain high-performing teams.
• Working knowledge of commercial fleet segments and how their needs shape CRM strategy.
• Strong executive presence and communication skills.
• Analytical and financially literate, able to connect campaign performance to business results.

Benefits

• Immediate medical, dental, vision, and prescription drug coverage
• 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
• Generous vacation time, sick/personal time, and paid holidays