Consumer CRM Specialist

The Customer Relationship Management team is responsible for the direct digital communications to both our commercial and consumer customers in Europe, for our complete product and services portfolio including vehicle launches as well as Integrated Services. We connect the capabilities of the marketing cloud and data with customer needs through personalised CRM solutions that build loyalty and drive growth.

We embrace working in an agile and highly collaborative manner and work closely with multiple cross-functional business, IT and agency teams.

This is a full-time, hybrid role, based in Dunton, Essex, with up to one day per week working remotely. Travel to London to agency locations is regularly required and occasionally to other European locations.

As our 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. Your work will directly influence sales, loyalty and engagement across the whole lifecycle and support Ford’s retail objectives:

• Working with colleagues across sales & marketing, European markets, IT, agency teams, data & analytics, Ford Credit, service, app and Integrated Services, to design and deliver consumer CRM campaigns and programmes, with a particular focus on owner experience and engagement

• Creating and managing creative and technical CRM briefs that drive business impact

• Managing, optimising and developing live and always-on campaigns

• Reviewing content and managing approvals

• Designing and optimising lead management flows to ensure high-quality leads are effectively captured, and routed

• Supporting local CRM requirements and queries

• Pro-active monitoring and measuring impact and effectiveness of CRM

• Providing insights that iteratively improve campaigns

• Developing and optimising processes that support long-term campaign effectiveness and efficiency

• Supporting the wider cross-functional CRM team in achieving business and marketing objectives, including any compliance or departmental tasks

• Supporting ad-hoc operational CRM projects as required

• Following audit, legal and privacy processes and regulations

You will be customer-focused, inquisitive, action-orientated 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:

• Several years of experience of CRM, with demonstrable strong B2C 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

• 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)

• Salesforce experience (desirable)