Senior Manager CDP & CRM Operations

Jaguar Land Rover Human Resources Europe

Structure and Purpose of Role

The Senior Manager of CDP & CRM Operations leads the CRM operations within the Digital Performance Media CRM (DPMC) Hub for Europe. They are responsible for managing pan-EU CRM campaigns, lead management processes, including the outbound lead management call centre. The role aims to enhance data-led customer interactions across mailings, call centres, chat, and websites. The candidate must possess strong analytical skills, define strategic actions such as campaign optimizations and lead management improvements, and drive efficiencies through automation. The team comprises CRM managers and specialists across EU markets, along with affiliated agencies (CRM operations, call centres, and system service providers).

Main Responsibilities and Job Content

1. Lead Pan-EU CRM campaigns: develop, implement, and optimize.
2. Manage Pan-EU Lead Management via Call-Centre (integration) and retailer network.
3. Automate campaigns to maximize efficiency.
4. Establish a Customer Data Platform to integrate CRM and Website Behavioral Data across EU.
5. Oversee data tracking and ensure GDPR compliance in line with company policies.
6. Support data integration with system partners and agencies to develop SV-CRM and Salesforce Marketing Cloud.
7. Standardize and automate campaigns within Salesforce Marketing Cloud.
8. Ensure best practices for campaign performance across all EU markets.
9. Support EU-wide demand generation, ensuring CRM is a key lead source.
10. Integrate all direct-to-customer channels (call-centre, chat, mailing) into CRM processes to improve lead generation.

Professional & Interdisciplinary Requirements

• Extensive experience in Sales & Marketing within the automotive industry or relevant sectors.
• Strong background in Data & CRM; familiarity with Salesforce Marketing Cloud is advantageous.
• Excellent data analytics skills; proficient with reporting tools like Tableau, Power BI.
• Expertise in CRM process management and campaign delivery.
• Experience in Project Management and Salesforce applications.
• Ability to collaborate effectively across organizational levels.
• Proven ability to complete tasks efficiently while maintaining stakeholder relationships.
• Background in Call Center Management.
• Initial experience with AI applications.
• Passion for new technologies, especially marketing automation.
• Fluent in English (spoken and written).
• Willingness to travel.

Additional Details

• Seniority Level: Mid-Senior level
• Employment Type: Full-time
• Job Function: Marketing
• Industry: Motor Vehicle Manufacturing