Cross-Segment CRM Campaign Specialist

Ford Motor Company; Basildon; On-site; GBP 42,000 - 62,000; Full time

Job summary

Ford Motor Company seeks a Cross-Segment CRM Campaign Specialist to drive the design, acceleration and implementation of always-on CRM campaigns across consumer and commercial segments in Europe. You will influence sales, loyalty and revenue through personalised journeys and cross-sell opportunities.

You will collaborate with European marketing, sales, service, IT and agency teams to craft foundational lifecycle journeys aligned with the digital experience and compliant with GDPR and privacy

Qualifications

• 3+ years experience of CRM with strong B2C and B2B acumen.
• Good understanding of AI, digital marketing, and the CRM regulatory framework.
• Interest and understanding of customer data, segmentation, and analytics to produce actionable insights.

Responsibilities

• Supporting the implementation of digital customer journeys that span commercial and consumer segments.
• Collaborating with cross-functional teams to design and execute foundational lifecycle journeys.
• Creating and managing creative and technical CRM briefs that drive business impact.
• Supporting local CRM requirements and queries.
• Monitoring and measuring impact and iterating campaigns for better results.
• Ensuring compliance, GDPR and privacy processes are followed.

Skills

CRM

B2C & B2B

Digital marketing

Analytics interpretation

Communication

Stakeholder management

Tools

Salesforce

Job description

The Customer Relationship Management (CRM) team is responsible for the direct digital communications to both our commercial and consumer customers in Europe for our complete product and service portfolio. We connect the capabilities of Salesforce and data with customer needs through personalised CRM solutions that build loyalty and drive growth across the acquisition, onboarding, in-life and retention customer journeys. We embrace working in an agile and highly collaborative manner and work closely with multiple cross-functional business, IT and agency teams.

As our Cross-Segment CRM Campaign Specialist, you will drive the design, acceleration and implementation of innovative always-on CRM campaigns and foundational journeys that bridge different customer segments. You will work across CRM channels to directly influence sales, loyalty, engagement, customer experience and increased revenue from cross-sell opportunities.

• 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 that drive engagement for both consumer and commercial customers and prospects, and that are aligned with the digital web experience
• 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, including any compliance or departmental tasks
• Support the wider CRM team in achieving business or operational objectives that overlap between Consumer and Commercial pillars.
• Following audit, GDPR and privacy processes and regulations as required

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.

• 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 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 and (ideally) in a multi-market structure
• 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)

The Company is committed to diversity and equality of opportunity for all and is opposed to any form of less favorable treatment or harassment on the grounds of race, religion or belief, sex, marriage and civil partnership, pregnancy and maternity, age, sexual orientation, gender reassignment or disability

As part of our pre-employment checks process, successful candidates will be required to undergo a criminal record check. This will be conducted in line with the Rehabilitation of Offenders Act 1974 and applied only to unspent convictions.