Ford Pro · 22 hours ago
CRM Strategy Manager
6000 Mercury Dr, Dearborn, MI, 48126, US
Full-time
Hybrid
Senior Level
$138K/yr - $262K/yr
7+ years expFord Pro is seeking a highly motivated and experienced CRM Strategy Manager to lead and optimize customer relationship management strategies. This role will focus on enhancing customer loyalty, driving engagement, and ensuring a seamless customer journey within the automotive financial services sector.
AutomotiveFleet ManagementSoftware
No H1B
Responsibilities
Design and implement CRM campaigns and strategies aligned with business objectives and customer lifecycle goals, specifically supporting marketing initiatives aimed at increasing customer engagement, retention, and loyalty. Oversee CRM system configuration, customization, and integration with other enterprise platforms (ERP, DMS, marketing automation, AEM, etc.)
Analyze complex customer data sets to derive actionable insights, segment customers based on behavior, purchase history, and personalize communication approaches for targeted marketing initiatives. Ensure data integrity, segmentation, and compliance with privacy regulations (GDPR, CCPA, ECOA)
Oversee the day-to-day operation, configuration, user access management, and continuous improvement of Ford Credit's CRM software (e.g., Salesforce), ensuring data accuracy and smooth workflows
Collaborate with marketing teams to design targeted campaigns using CRM insights. Implement automated workflows for lead nurturing, service reminders, and loyalty programs
Work closely with marketing, sales, customer service, aftersales, and IT departments to ensure CRM adoption and alignment with operational processes. Ensure CRM efforts are aligned with overall business objectives and to enhance lead tracking, pipeline visibility, and conversion rates. Train and support internal teams on CRM best practices and usage
Develop dashboards and reports for leadership to track KPIs such as retention, loyalty, and conversion rates with a specific focus on marketing campaign effectiveness and ROI. Monitor customer feedback, track marketing metrics and trends, and prepare and deliver regular reports on campaign performance and interactions to identify opportunities for improvement
Design and manage customer journeys to maximize engagement and revenue, identifying opportunities to upsell or cross-sell financial products and services
Ensure all CRM activities comply with relevant laws and regulatory standards within the financial services industry
Monitor CRM performance and recommend enhancements to improve marketing efficiency and customer satisfaction. Stay updated on emerging CRM technologies, certifications/trainings and automotive industry trends
Qualification
Required
Bachelor's degree in Marketing, Business Administration, Information Systems, or a related field, with a strong preference for a marketing background
Minimum of 7-10 years of experience in a CRM, retention marketing, or customer success role
Hands-on experience and strong understanding of CRM software (e.g., Salesforce, Microsoft Dynamics, SAP CRM), marketing automation tools, database management, and data analysis tools
Proven ability to analyze complex data to derive actionable insights and strategies, with experience in data visualization and reporting
Excellent verbal and written communication skills for effective collaboration, reporting, and presenting information to various stakeholders, especially in presenting insights and recommendations to marketing leadership
Strong project management and stakeholder engagement skills
Strong understanding of marketing principles, customer segmentation, and marketing automation to develop highly targeted campaigns and personalized experiences
Preferred
A deep understanding of customer needs and behaviors to tailor CRM strategies that enhance customer experience and foster long-term relationships
Deep understanding of marketing principles, customer segmentation, and marketing automation to develop highly effective targeted campaigns and personalized experiences
Familiarity with customer loyalty programs and digital marketing strategies
Skilled in project planning, execution, and management to oversee various CRM initiatives and ensure successful project delivery
Efficient at identifying and resolving issues related to CRM system functionality or customer data inaccuracies and developing innovative solutions
Ability to stay updated on financial industry trends and best practices and adapt strategies to evolving market dynamics and consumer preferences
Proven ability to work cross-functionally and manage multiple projects simultaneously
Experience with API integrations and data governance
Benefits
Immediate medical, dental, vision and prescription drug coverage
Flexible family care days, 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
A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
Paid time off and the option to purchase additional vacation time.
Company
Ford Pro
Ford Pro is a productivity accelerator designed to drive the business forward, delivering solutions to commercial customers of all sizes.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Andrew Frick
Interim Head
Recent News
2025-10-04
2025-10-01
Company data provided by crunchbase