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# Director of Product Management - Customer Retention & Messaging

- **Company:** TEAM Inc.
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $130,000.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Data Analysis, Databases, Customer Data Management, Instant Messaging Technology, Automation of Marketing
- **Published:** October 13, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=af1e093cb6819f47

## About the Role

* 5+ years' experience in Automotive: CRM, customer loyalty, marketing technology, or product management
 * Strong understanding of dealership operations (sales, service, CRM, BDC, marketing, fixed operations) and customer lifecycle marketing
 * Proven ability to translate business needs into detailed product and technical requirements
 * Hands-on experience with CRM, marketing automation, customer data platforms, or communication platforms
 * Working knowledge of SMS/text messaging, customer consent, and communication compliance
 * Strong analytical and problem-solving skills
 * Ability to work effectively with both business stakeholders and technical teams
 * Excellent written and verbal communication skills

NICE TO HAVE

 * Experience working with OEM retention or loyalty programs
 * Familiarity with DMS, CDP, service scheduling, or customer engagement platforms

## Description

You'll be the bridge between Automotive business stakeholders - OEMs, dealer groups, dealership personnel, marketing, and compliance - and our technology and development teams, ensuring everything we build is grounded in how automotive customers and dealers operate., Customer Loyalty & Retention Platform

 * Own the business and functional requirements for a multi-channel loyalty and retention platform, modeled on OEM initiatives such as GM's Customer Sales & Service Retention (CSSR) program
 * Define requirements across the full customer lifecycle: new vehicle purchase, service retention, maintenance, declined service, lapsed customers, lease maturity, vehicle upgrades, and sales-to-service / service-to-sales opportunities
 * Specify personalized communications across email, direct mail, SMS, digital, and other channels
 * Establish business rules for eligibility, segmentation, timing, offers, messaging, suppression, frequency, and campaign orchestration
 * Define requirements for customer data integration (vehicle ownership, transaction and service history, engagement, marketing permissions) and for campaign measurement, attribution, reporting, and ROI
 * Ensure the platform serves both OEM-level programs and individual dealer needs

Customer Texting Solution

 * Own the requirements for an automotive-focused two-way texting platform, defining the customer and dealer experience from first text through resolution or conversion
 * Specify opt-in/opt-out, consent and compliance, automated and two-way messaging, appointment scheduling, service reminders, sales follow-up, lead response, campaign messaging, personalized offers, escalation and routing, message history, and analytics
 * Define integrations with CRM, DMS, service scheduling, marketing platforms, and customer databases
 * Determine when conversations should be automated versus handed to dealership staff
 * Develop requirements for templates, personalization, triggers, workflows, and dealer-configurable messaging
 * Evaluate third-party texting technologies and define requirements for APIs, scalability, security, and reliability

Product Requirements & Roadmap

 * Create and maintain business requirements documents, functional requirements, user stories, workflows, and acceptance criteria
 * Prioritize the product backlog based on business value, customer impact, revenue opportunity, and development effort
 * Develop product roadmaps and release priorities, and identify gaps between current capabilities and future OEM/dealer needs
 * Partner with development and QA to validate that delivered functionality meets documented requirements
 * Manage requirements through the full lifecycle - discovery, definition, development, testing, launch, and optimization

Industry Expertise & Stakeholder Management

 * Serve as the subject-matter expert for automotive customer engagement and retention
 * Work directly with OEMs, dealer groups, dealership personnel, marketing, technology, and internal leadership
 * Monitor evolving OEM program requirements and their implications for our roadmap
 * Gather dealer and end-user feedback and translate it into actionable requirements
 * Represent the customer and dealer perspective in product decisions

Data, Analytics & Measurement

 * Define requirements for customer segmentation, predictive targeting, and cross-channel interaction tracking
 * Establish measurement frameworks tying campaigns to outcomes: vehicle sales, repair orders, service revenue, appointment conversions, retention, reactivation, and customer lifetime value
 * Partner with analytics teams on dashboards, reporting, and KPIs