Director, Customer Planning and Strategy - Ford

VML; Detroit (MI); Hybrid; USD 75,000 - 180,000; Full time

Job summary

VML seeks a skilled leader for the Ford Motor Company team, focusing on customer strategy and marketing for post-purchase products. This role involves strategic leadership in retail services and B2B communications within an innovative environment that values diversity and inclusivity.

Qualifications

• Experience in retail services marketing and B2B communications.
• Familiarity with the automotive aftermarket industry.
• Proficient in data analysis and customer engagement strategies.

Responsibilities

• Lead Retail Services Marketing communications team.
• Develop and implement B2B communications strategies.
• Analyze customer data to drive retention and loyalty.

Skills

Data-driven insights

Customer strategy

Content strategy

Marketing platforms

Job description

Who We Are: At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences.

Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work. The WPP | Ford team is an essential part of a larger, dynamic agency ecosystem serving Ford Motor Company and its diverse units worldwide. This team provides WPP’s expertise in Communications, Experience, Commerce & Technology, leveraging the strengths of various WPP agencies.

About the Opportunity: This is an exciting opportunity to lead the team dedicated to Ford Motor Company, focusing on customer strategy and planning for post-purchase products and services such as parts, vehicle service & maintenance, vehicle personalization, and digital subscriptions. Responsibilities include:

• Retail Services Marketing: Customer pay maintenance and repair marketing at Ford and Quick Lane Tire and Auto dealers, with familiarity with automotive aftermarket competitors preferred.
• Parts Wholesale: B2B communications strategies to drive sales of Ford mechanical and collision parts to dealer service operations and repair facilities.
• Owner Education: Content strategy addressing vehicle owners' needs, especially new electric vehicle owners, covering charging, care, and maintenance.
• Retention/Loyalty: Data-driven activations and analysis to engage customers post-purchase, focusing on Owner LTV.

The role reports to the Executive Director, North America, and contributes to the broader Ford strategy community, including CX, Ford Pro, Ford Credit, and others. Responsibilities include leading the Retail Service Marketing communications team, providing strategic solutions, applying data-driven insights, developing marketing platforms, and integrating communication strategies across channels.

The salary range is $75,000—$180,000 USD, with benefits and a hybrid work approach. We are committed to diversity, equity, and inclusion, fostering a respectful culture where everyone belongs.

For more information, visit our website and follow VML on social media.