Consumer CRM Specialist

The Customer Relationship Management team is responsible for the direct digital communications to both our commercial and consumer customers in Europe, for our complete product and services portfolio including vehicle launches as well as Integrated Services. We connect the capabilities of the marketing cloud and data with customer needs through personalised CRM solutions that build loyalty and drive growth.

We embrace working in an agile and highly collaborative manner and work closely with multiple cross-functional business, IT and agency teams. This is a full-time, hybrid role, based in Dunton, Essex, with up to one day per week working remotely. Travel to London to agency locations is regularly required and occasionally to other European locations.

Responsibilities

• Drive the design, acceleration and implementation of innovative strategic always-on and tactical CRM campaigns and journeys using the global Marketing Cloud ecosystem.
• Work with colleagues across sales & marketing, European markets, IT, agency teams, data & analytics, Ford Credit, service, app and Integrated Services, to design and deliver consumer CRM campaigns and programmes, with a particular focus on owner experience and engagement.
• Create and manage creative and technical CRM briefs that drive business impact.
• Manage, optimise and develop live and always-on campaigns.
• Review content and manage approvals.
• Design and optimise lead management flows to ensure high-quality leads are effectively captured, and routed.
• Support local CRM requirements and queries.
• Pro-active monitoring and measuring impact and effectiveness of CRM.
• Provide insights that iteratively improve campaigns.
• Develop and optimise processes that support long-term campaign effectiveness and efficiency.
• Support the wider cross-functional CRM team in achieving business and marketing objectives, including any compliance or departmental tasks.
• Support ad-hoc operational CRM projects as required.
• Follow audit, legal and privacy processes and regulations.

Qualifications

• Customer-focused, inquisitive, action-orientated and enjoy change.
• Several years of experience of CRM, with demonstrable strong B2C business acumen.
• A good understanding of AI, digital marketing, and the CRM regulatory framework.
• An interest and understanding of customer data, segmentation, and the ability to interpret analytics data to produce actionable insights with a high attention to detail.
• Excellent verbal and written communication skills and be able to facilitate effective communication at all levels.
• The ability to shape, define and articulate business and customer opportunities and requirements into clear agency marketing briefs.
• Passion for new technology, innovation and customer experience with a strong customer focus.
• Self-motivation and direction, with a demonstrated work ethic and ability to perform under pressure to meet deadlines.
• Experience working with marketing agencies.
• Energy, self-motivation and adaptability to thrive in a fast paced and agile environment.
• The ability to think and lead strategically, demonstrating a strong focus on impactful delivery and drive for results.
• Experience leading complex projects with multiple cross-functional and multi-region stakeholders as well as external partners (desirable).
• Salesforce experience (desirable).

The Company is committed to diversity and equality of opportunity for all and is opposed to any form of less favorable treatment or harassment on the grounds of race, religion or belief, sex, marriage and civil partnership, pregnancy and maternity, age, sexual orientation, gender reassignment or disability. As part of our pre-employment checks process, successful candidates will be required to undergo a criminal record check. This will be conducted in line with the Rehabilitation of Offenders Act 1974 and applied only to unspent convictions. This position is based in Dunton, Essex and it is expected the successful candidate will be able to attend the Dunton Campus for typically 4 days a week and remain flexible on the days they are required to attend the office according to business requirements.