Cross-Segment CRM Specialist

The Customer Relationship Management (CRM) team at Ford is responsible for direct digital communications to commercial and consumer customers in Europe. As a 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.

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
• Creating and managing creative and technical CRM briefs that drive business impact and support complex, cross-segment campaigns
• Supporting dealer marketing strategy
• Managing, optimising, and developing live and always-on campaigns
• Reviewing content and managing approvals
• Supporting local CRM requirements and queries
• Pro-active 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

Qualifications:

• 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
• Excellent verbal and written communication skills
• 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