Digital, Leads and CRM Manager

Job Description

Successful launch and implementation of new content and customer engagement tools on relevant customer-facing digital touchpoints.

Leverage data and insights to drive actionable results.

Market research and insights gained and strategically applied.

Responsibilities

Marketing Deliverables

1. Lead cross-functional integration and executes Brand Website & eCommerce ‘Go-To-Market’ plans.
2. Work with Marketing Communications to plan & execute local media campaigns to drive traffic, leads and business outcomes.
3. Provide market inputs to the IMG* Central Team for website ecosystem and eCommerce evolution and development.
4. Identify specific support & customizations required to enhance the market’s adoption of website and eCommerce initiatives.
5. Develop and measure key metrics around customer acquisition, demand fulfilment (leads), conversion and engagement rates.
6. Leverage data and insights to drive actionable results, particularly through reporting to and engaging other business areas.

Data Integration Projects

1. Support IT with the roll-out of projects where Sales, Marketing, Dealer and Customer facing systems are involved.

IMG Website & eCommerce GTM (Go To Market)

1. Represent South Africa in IMG* Website & eCommerce reviews and meetings.

Interdepartmental Collaboration

1. Work closely with the Sales and Marketing to develop appropriate sales pipeline support, lead generation and lead nurturing initiatives.
2. Work with Agency Partners, local IT and IMG to support front-end customer journey moments and back-end system integrations required for website and eCommerce execution in South Africa.
3. Work with various internal departments and the Customer Resolution Centre (CRC) to create a coordinated customer journey map with coordinated communication touchpoints across the full ownership cycle.

Cross-Functional Projects

1. Participate in Go To Market (GTM) discussions to ensure successful launch of new products.
2. Oversee the CRM strategy and activities for accurate tracking, segmentation, and communication with leads and customers.

Stakeholder Engagement

1. Sales Planning
2. Sales
3. Finance
4. Ford Credit
5. FCSD (Ford Customer Service Department)
6. PR / Communications
7. IMG* Marketing & eCommerce
8. Creative Agency
9. Media Agency
10. Ford Dealers & FDAF (Ford Dealer Advertising Fund)

Qualifications
Education

1. National Diploma or Degree in Marketing, Sales or equivalent.
2. MBA would be an advantage.

Experience

1. 10 Years automotive experience in Marketing & Sales.
2. Experience in Digital Marketing / Digital Platforms would be an advantage.

Technical Skills

1. Strategic Alignment - Digital touchpoints to align with brand strategy and organization’s standards.
2. Customer Journey Management - Deliver KPIs through insights from quantitative and qualitative behavioural data.
3. Web Development - Coordinate/manage/execute website development projects with internal and external agencies.
4. Stakeholder Management - Primary liaison between IT, the IMG Region and various Sales & Marketing stakeholders.
5. Market equation development.
6. Analytics - Responsible for web analytics and insights; the reporting thereof and implementation of the insights.

Soft Skills

1. Complex data analytical and problem solving skills.
2. Strong presentation and communication skills.
3. Strong cross functional collaboration.
4. Strong multitasking skills.
5. Effective leadership skills (guiding and steering others).

About Us

At Ford Motor Company, we believe freedom of movement drives human progress. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career and help us define tomorrow’s transportation.

About The Team

Marketing, Sales & Service plays an important role in Ford’s revitalization as a modern, progressive vehicle and mobility services company delivering a trusted customer experience. Candidates should have a vast depth of knowledge and expertise in implications of data and taking actions based on those, as well as have a passion for the lifetime value of a customer. Ford MS&S embraces an audience-first mindset and way of doing business that improves customer loyalty, vehicle repurchase, as well as additional sales of vehicles, parts, accessories and services. We are the eyes, ears and voices of Ford, meeting customer demand by delivering the right products to the right dealers at the right time.