Commercial CRM Lead: Journey Strategy & Lifecycle

Ford Model e U.S.; Dearborn (MI); Hybride; USD 116 000 - 218 000; Plein temps

Avantages offerts par ce poste

Immediate medical, dental, vision and

Paid parental leave and back-up child

Vehicle discount program for employees

Tuition assistance

Paid time off and holidays

Employee resource groups

Community service time off

Résumé du poste

Ford Motor Company is seeking a Commercial CRM Manager to own the design and execution of the customer journey strategy for our commercial customers. You will define where journeys should go, implement them in the Martech stack, and keep them current with evolving business conditions.

You will bridge customer experience, business goals, and technical execution, crafting blueprints and segmentation roadmaps while leading cross-functional collaboration.

Qualifications

• Bachelor's degree.
• 5+ years in CRM, lifecycle, or marketing automation, including 3+ years in B2B or account-based marketing (long cycles, multiple decision-makers, channel sales).
• Proven ownership of journey strategy — blueprints, segmentation frameworks, and roadmaps.
• Proven ownership of live multi-step journeys from spec through launch and optimization.
• Track record managing a shared campaign calendar across competing stakeholders.
• Working knowledge of CRM/MarTech: deep tech stack expertise and accounts, contacts, leads, opportunities, lifecycle stages.
• Analytical fluency: funnel and cohort analysis, test design, control groups, basic business-case modeling.
• Understanding of deliverability, consent/preference management, and account-to-contact identity resolution.
• Strategic clarity — can state a journey point of view, the evidence, and what it will and won't deliver.
• Operational rigor — documents logic and prevents the errors that erode trust in CRM.
• Systems thinking — anticipates downstream contact conflicts before launch.
• Comfort switching altitude — executive narrative in the morning, journey canvas debugging in the afternoon.

Responsabilités

• Owns both the design and execution of the commercial customer journey strategy across all the commercial pillars - defining where the journey should go, making it real in the Martech stack, and keeping it current as business conditions shift.
• As the Commercial CRM Manager, you will be the master storyteller behind our customer engagement lifecycle.
• You will be responsible for envisioning and defining how we interact with our commercial customers, ensuring every touchpoint is purposeful, data-driven, and aligned with our business objectives.
• You will bridge the gap between customer experience, business goals and technical execution, designing the blueprints that our technical teams will build.

Connaissances

CRM & marketing automation

B2B / ABM marketing

Journey strategy blueprints

Live journeys management

Formation

Bachelor's degree

Description du poste

Ford Motor Company is seeking a Commercial CRM Manager to own the design and execution of the customer journey strategy for our commercial customers. You will define where journeys should go, implement them in the Martech stack, and keep them current with evolving business conditions.

You will bridge customer experience, business goals, and technical execution, crafting blueprints and segmentation roadmaps while leading cross-functional collaboration.