Senior Manager, Commercial CRM

Ford, Inc; Detroit (MI); Hybrid; USD 142,000 - 268,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Parental leave

Vehicle discount

Tuition assistance

Employee resource groups

Paid time off

Job summary

Ford Motor Company is seeking a Senior Manager, Commercial CRM for Ford Pro to lead CRM strategy and lifecycle programs across vehicles, service, software, charging and financing. You will align CRM initiatives with business goals, manage campaigns, and drive ROI through data-driven insights.

You will guide the team, secure investments, and partner with Marketing, IT, and dealer networks to deliver always-on campaigns and measurable revenue outcomes.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 8+ years of CRM, lifecycle, or direct marketing with leadership experience.
• Proven ability to set and execute multi-year CRM strategy and roadmap.
• Strong knowledge of enterprise martech ecosystems (Salesforce, Adobe).
• Deep understanding of customer lifecycle strategy, audience segmentation and personalization.

Responsibilities

• Define and evolve multi-year CRM strategy for Ford Pro.
• Translate vision into a prioritized roadmap of campaigns, journeys, and capabilities.
• Lead always-on journeys and quarterly programs, owning from messaging to post-program analysis.

Skills

CRM leadership

Lifecycle marketing

Audience strategy

Salesforce Marketing Cloud

CDP systems

Education

Bachelor's degree

Tools

Salesforce Marketing Cloud

CDP

Job description

We made history and now we work to transform the future – for our customers, our communities and our families. You'll see your work on the road every day, helping people move freely and pursue their dreams. At Ford, you can build more than vehicles. Come build what matters.

Our Marketing, Sales & Service organization advances the Ford reputation as a visionary vehicle and mobility services company and helps deliver a trusted customer experience. Use your marketing, sales and service expertise to turn data-driven insights into innovative solutions that enhance sales and customer loyalty. Join us and be the eyes, ears and voice of Ford.

In this position...

• At Ford Motor Company, we believe that freedom of movement drives human progress. Within U.S. Commercial MarComms and Ford Pro, we are dedicated to delivering an unmatched, always-on ecosystem of commercial vehicles, software, charging, and service solutions that maximize uptime, lower total cost of ownership (TCO), and accelerate productivity for commercial and fleet customers of all sizes.

• The Senior Manager, Commercial CRM – Ford Pro is the CRM leader accountable for setting and championing the near- and long-term strategy, roadmap, and business case for Ford Pro's customer relationship marketing program, the always-on direct channel that reaches commercial and fleet customers and prospects at every stage of their lifecycle.

• This leader translates marketing and Ford Pro business strategy into a multi-year CRM vision spanning Vehicles, Service, Software, Charging, and Financing, and turns it into campaigns, offers, and journeys that drive measurable business results, including repair orders, vehicle sales, software subscriptions, and attributed revenue.

• Reporting into U.S. Marketing, this role owns the strategic 'why' and 'where next' for Ford Pro CRM, while leading and developing the team and agency partners responsible for day-to-day campaign execution, audience management, and optimization.

• This is a people-leadership and strategy role: you will set direction, secure investment, define success, and build and mentor a high-performing team.

What you'll do...

• Ford Pro CRM Strategic Vision & Roadmap: Define and continuously evolve the multi-year CRM strategy for Ford Pro, aligning lifecycle marketing to Ford Pro's commercial business goals, customer segment priorities, and annual planning cycles.

• Translate that vision into a prioritized, resourced roadmap of campaigns, journeys, and capabilities owned by the team.

• Lifecycle Journey & Program Leadership: Set the strategy for always-on customer journeys (prospect acquisition, vehicle onboarding, service in-market, software adoption, and retention) and for quarterly programs and offers, including private offers, service rebates, and vehicle incentives. Own programs end to end, from messaging strategy and journey design to launch, dealer enablement, and post-program analysis support that shapes the next quarter's plan.

• Portfolio & Go-to-Market Integration: Represent CRM in go-to-market planning across the full Ford Pro ecosystem (Vehicles, Service, Software/Telematics) and in major moments such as sales events, product launches, and industry events, so that CRM scales as new products and segments are added.

• Executive Stakeholder Leadership & Reporting: Serve as the primary voice for CRM strategy and performance with Ford Pro and Marketing leadership. Deliver weekly, monthly, and quarterly performance reporting (including leadership updates and QBRs) that ties CRM activity to business impact and ROI, builds consensus, and secures investment.

• Customer Data, Audience & Marketing Technology Strategy: Drive the CRM data and technology roadmap with Tech and Data teams on the Salesforce Marketing Cloud and CDP platforms, including audience strategy, addressability, deliverability, preference and consent management, and personalization. Prioritize quarterly technology intake requests with IT and product partners, and act as the business owner for CRM data quality and governance.

• Performance Accountability & Test-and-Learn: Define the KPIs that matter most at the leadership level (reach and addressable audience, engagement, conversion, repair orders, attributed revenue, subscriptions, and list health) and hold the team accountable to them. Run a disciplined test-and-learn agenda and use the results to inform strategic pivots, not just tactical optimization.

• Agency & Vendor Governance: Set the operating model and governance for how internal teams and agency partners deliver CRM, including briefs, business requirements, quality control and UAT, and status cadence. Lead agency evaluations and manage statements of work, budgets, and vendor performance.

• Change Leadership & Innovation: Proactively scan the competitive, technology, and customer landscape (AI and agentic tools, personalization, commercial B2B buying behavior) to identify where Ford Pro CRM should lead or evolve next, and build organizational buy-in for change.

• Team Leadership & Talent Development: Build, lead, mentor, and grow the Commercial CRM team, ensuring clear accountability, career development, and a high-performance culture. Partner across Marketing, Communications, Sales, Product, IT, dealers, and global teams.

You'll have...

• Bachelor's degree in Marketing, Business, Information Systems, or equivalent practical experience.

• 8+ years of progressive experience in CRM, lifecycle, or direct marketing, with significant experience within complex enterprise environments, including people leadership of marketing teams.

• Proven experience setting and executing a multi-year CRM strategy and roadmap, including building business cases and securing executive-level investment.

• Strong strategic and working knowledge of enterprise martech ecosystems (Salesforce, Adobe), sufficient to guide platform strategy and evaluate tradeoffs.

• Deep understanding of customer lifecycle strategy, audience segmentation, personalization, consent management, and email deliverability across complex, multi-product portfolios.

• Demonstrated ability to lead, develop, and retain high-performing teams and to direct agency partners.

• Working knowledge of commercial fleet segments (SMB, Regional/Vocational, Enterprise, Municipal/Government) and how their needs shape CRM strategy.

• Strong executive presence and communication skills, with a track record of influencing senior leadership and cross-functional stakeholders.

• Analytical and financially literate, able to connect campaign performance to business results and translate data into strategic recommendations and resourcing decisions.

Even better, you may have...

• Commercial automotive, fleet management, B2B SaaS, or dealer-network marketing experience at a strategic/leadership level.
• Experience leading a CRM platform implementation, data integration, or CDP program.
• Experience applying AI and automation to marketing workflows.
• Experience managing multi-agency ecosystems, negotiating statements of work and vendor contracts.

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company.

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:

• Immediate medical, dental, vision, and prescription drug coverage
• Paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments and more
• Vehicle discount program for employees and family members and management leases
• Tuition assistance
• Established and active employee resource groups
• Paid time off for individual and team community service
• Generous vacation time, sick/personal time, and paid holidays, including between Christmas Eve and New Year’s Day

This position is leadership level 5 and ranges from $141,700-$268,300.
Final determination of salary grade will be based on candidate's skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value.
For more information on salary and benefits, click here: New Hire Benefits

Visa sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

This position is hybrid with a requirement to be onsite four or more days per week. #LI-Hybrid #LI-CS4