Consumer CRM Specialist

The Customer Relationship Management team at Ford is responsible for direct digital communications to commercial and consumer customers in Europe. As a Consumer CRM Specialist, you will drive the design, acceleration, and implementation of innovative strategic always-on and tactical CRM campaigns and journeys using the global Marketing Cloud ecosystem.

Responsibilities:

• Design and deliver consumer CRM campaigns and programmes with a focus on owner experience and engagement
• Create and manage creative and technical CRM briefs that drive business impact
• Manage, optimise, and develop live and always-on campaigns
• Review content and manage approvals
• Design and optimise lead management flows to ensure high-quality leads are effectively captured and routed
• Support local CRM requirements and queries
• Monitor and measure the impact and effectiveness of CRM
• Provide insights that iteratively improve campaigns
• Develop and optimise processes that support long-term campaign effectiveness and efficiency
• Support the wider cross-functional CRM team in achieving business and marketing objectives

Qualifications:

• Several years of experience in CRM with strong B2C business acumen
• Good understanding of AI, digital marketing, and the CRM regulatory framework
• Interest and understanding of customer data, segmentation, and ability to interpret analytics data to produce actionable insights
• Excellent verbal and written communication skills
• 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