Owner Loyalty, Director
Stellantis
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Benefits offered by this job
Job summary
Stellantis North America seeks a Director of Owner Loyalty to lead loyalty strategy across brands, lifecycle engagement, and dealer activation in the US market. You will partner with Sales, Brand Marketing, Dealer Network Development, Customer Experience, and Finance to translate insights into measurable programs and executive-ready dashboards.
You will build a disciplined loyalty operating model, drive customer engagement, and deliver profitable outcomes through cross-functional leadership and
Qualifications
- Bachelor's degree in Business, Marketing, Communications, Analytics, Finance, Automotive Management, or related field.
- 10+ years of experience in automotive, customer experience, CRM, sales operations, marketing, dealer network, or commercial strategy.
- Demonstrated experience leading complex, cross-functional initiatives that require coordination across business, field, dealer, and executive stakeholders.
- Strong understanding of dealer operations, customer lifecycle management, owner communications, sales retention, and service retention.
- Strong analytical and problem-solving skills with the ability to translate customer and business data into actionable insights.
- Exceptional organizational, stakeholder management, and executive communication capabilities.
- Strong written and verbal communication skills with executive-level presence.
Responsibilities
- Lead development of the North America owner loyalty strategy across brands, customer segments, lifecycle stages, and dealer touchpoints.
- Create loyalty frameworks that support customer retention, repeat purchase, service retention, referral generation, and long-term customer value.
- Establish governance processes to prioritize loyalty initiatives, track execution, and align leadership on owner retention priorities.
- Translate customer insights, sales performance, service behavior, and defection trends into actionable loyalty strategies.
- Coordinate cross-functional reviews and executive updates on owner loyalty progress, opportunities, risks, and performance outcomes.
- Develop owner lifecycle communication strategies covering onboarding, service, repurchase, win-back, advocacy, and ongoing relationship management.
- Improve the relevance, cadence, personalization, and effectiveness of owner communications across channels.
- Partner with CRM, digital, brand, dealer, and customer experience teams to deliver coordinated owner journeys.
- Identify opportunities to increase owner engagement through proactive, valuable, and timely communications.
- Ensure owner communication strategies support customer experience goals while driving measurable sales and service outcomes.
- Develop dealer-facing loyalty activation playbooks, training materials, operating routines, and field execution frameworks.
- Support dealer adoption of owner cultivation, service-to-sales, retention, and loyalty programs.
- Partner with field teams to identify dealer execution barriers and scale effective loyalty practices.
- Provide practical tools that help dealers convert owner engagement into sales, service, and customer experience growth.
- Monitor dealer participation, activation consistency, and field feedback to guide program improvements.
- Establish loyalty scorecards, KPI dashboards, and reporting mechanisms to track retention, engagement, dealer activation, and business impact.
- Partner with Finance and analytics teams to connect loyalty activity to sales retention, service retention, and profitability outcomes.
- Develop segmentation, targeting, lifecycle analytics, and campaign effectiveness measurement routines.
- Synthesize customer and business data into executive-ready insights, recommendations, and course-correction actions.
- Ensure leadership teams have clear visibility into accomplishments, risks, value realization opportunities, and next-step priorities.
- Lead modernization of owner loyalty processes, governance routines, data capabilities, and operating model standards.
- Champion the Stellantis Owner Loyalty & Lifecycle Engagement operating model across functions and dealer-facing teams.
- Apply continuous improvement discipline to improve program effectiveness, decision-making, and execution speed.
- Promote adoption of automation, personalization, advanced analytics, and AI-enabled insights where appropriate.
- Drive a culture of accountability, customer focus, collaboration, and measurable business impact.
Skills
Education
Tools
Job description
The Director, Owner Loyalty, plays a critical leadership role in driving Stellantis North America's owner retention, lifecycle engagement, dealer activation, and loyalty-based profitable growth agenda. This role is responsible for developing and executing strategies that increase repeat purchase behavior, reduce customer defection, strengthen owner communications, and improve lifetime customer value across the ownership lifecycle.
The successful candidate will partner closely with Sales, Brand Marketing, Dealer Network Development, Customer Experience, Mopar, Field Operations, Digital & Information Technology, Finance, and executive stakeholders to translate owner loyalty strategy into measurable programs, dealer-facing activation plans, performance dashboards, and business outcomes. This individual will help build a disciplined loyalty operating model while maintaining a strong focus on customer engagement, dealer execution, and commercial impact.
- Lead development of the North America owner loyalty strategy across brands, customer segments, lifecycle stages, and dealer touchpoints.
- Create loyalty frameworks that support customer retention, repeat purchase, service retention, referral generation, and long-term customer value.
- Establish governance processes to prioritize loyalty initiatives, track execution, and align leadership on owner retention priorities.
- Translate customer insights, sales performance, service behavior, and defection trends into actionable loyalty strategies.
- Coordinate cross-functional reviews and executive updates on owner loyalty progress, opportunities, risks, and performance outcomes.
- Develop owner lifecycle communication strategies covering onboarding, service, repurchase, win-back, advocacy, and ongoing relationship management.
- Improve the relevance, cadence, personalization, and effectiveness of owner communications across channels.
- Partner with CRM, digital, brand, dealer, and customer experience teams to deliver coordinated owner journeys.
- Identify opportunities to increase owner engagement through proactive, valuable, and timely communications.
- Ensure owner communication strategies support customer experience goals while driving measurable sales and service outcomes.
- Develop dealer-facing loyalty activation playbooks, training materials, operating routines, and field execution frameworks.
- Support dealer adoption of owner cultivation, service-to-sales, retention, and loyalty programs.
- Partner with field teams to identify dealer execution barriers and scale effective loyalty practices.
- Provide practical tools that help dealers convert owner engagement into sales, service, and customer experience growth.
- Monitor dealer participation, activation consistency, and field feedback to guide program improvements.
- Establish loyalty scorecards, KPI dashboards, and reporting mechanisms to track retention, engagement, dealer activation, and business impact.
- Partner with Finance and analytics teams to connect loyalty activity to sales retention, service retention, and profitability outcomes.
- Develop segmentation, targeting, lifecycle analytics, and campaign effectiveness measurement routines.
- Synthesize customer and business data into executive-ready insights, recommendations, and course-correction actions.
- Ensure leadership teams have clear visibility into accomplishments, risks, value realization opportunities, and next-step priorities.
- Lead modernization of owner loyalty processes, governance routines, data capabilities, and operating model standards.
- Champion the Stellantis Owner Loyalty & Lifecycle Engagement operating model across functions and dealer-facing teams.
- Apply continuous improvement discipline to improve program effectiveness, decision-making, and execution speed.
- Promote adoption of automation, personalization, advanced analytics, and AI-enabled insights where appropriate.
- Drive a culture of accountability, customer focus, collaboration, and measurable business impact.
- Owner loyalty strategy roadmap and execution plan
- Lifecycle communication strategy and contact framework
- Dealer activation playbooks, training content, and field execution guides
- Owner loyalty KPI dashboards and executive scorecards
- Retention, defection, repeat purchase, and service-to-sales performance reporting
- Governance calendar, action logs, decision documentation, and executive updates
- Cross-functional implementation plans for loyalty initiatives
- Bachelor's degree in Business, Marketing, Communications, Analytics, Finance, Automotive Management, or related field.
- 10+ years of experience in automotive, customer experience, CRM, sales operations, marketing, dealer network, or commercial strategy.
- Demonstrated experience leading complex, cross-functional initiatives that require coordination across business, field, dealer, and executive stakeholders.
- Strong understanding of dealer operations, customer lifecycle management, owner communications, sales retention, and service retention.
- Strong analytical and problem-solving skills with the ability to translate customer and business data into actionable insights.
- Exceptional organizational, stakeholder management, and executive communication capabilities.
- Strong written and verbal communication skills with executive-level presence.
- Automotive OEM, retail, commercial, dealership, CRM, or loyalty program experience.
- Experience supporting transformation, performance improvement, customer lifecycle, or value creation programs.
- Knowledge of loyalty metrics, defection reduction, service retention, parts revenue, incentives, customer experience, and sales operations.
- Familiarity with customer segmentation, personalization, campaign analytics, digital engagement, and marketing technology platforms.
- PMP, Lean Six Sigma, customer experience, analytics, or equivalent professional certification.
From your very first day, you’ll have access to medical, dental, vision, and prescription drug coverage — ensuring you and your family stay healthy and protected. Also, our Employee Assistance Program (EAP) offers confidential support for personal and professional challenges, always ready when you need it.
We proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy.
We believe in work-life balance. That’s why we offer: 17+ paid holidays, including shut-down from December 24th through New Years Day every year. Vacation, float & wellbeing days, sick time and fully paid parental leave when your family needs you most.
- An employer match on contributions to your 401k, Roth, and Catch-Up plans
- An employer contribution, even if you don’t contribute
Benefit from both employer-provided and voluntary plan offerings, including life insurance, group accident, critical illness, etc. - supporting the needs of you and your family and ensuring peace of mind.
Eligible employees and their immediate families can participate in the company vehicle lease program, providing access to Stellantis vehicles with insurance, maintenance, and unlimited miles included. Plus, take advantage of exclusive discounts on Stellantis products.
- Tuition reimbursement
- Student loan refinancing programs
- 18 paid volunteer hours each year to make a difference in your community
When you join us, you’re not just building a career — you’re joining a company that supports you, inside and outside of work.
At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future.
EOE / Disability / Veteran
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