Communications and CRM Manager in Home Office bei Ford Motor Company

Communications and CRM Manager, After Sales Europe

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

Position overview

Marketing, Sales and 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.

Responsibilities

Lead and transform Service (After Sales) Communications and CRM for 20 markets in Europe:

• Coordination of all marketing activities with our creative, media and fulfilment agencies
• Operationally responsible for performance of service demand creation in 20 markets (workshop traffic, customer loyalty, spend per visit)
• Definition and implementation of a Centralized (European) Communications and CRM strategy (touchpoint, templates, assets, call to actions, offers, …)
• Develop and manage a Centralized measurement framework to enable end-to-end funnel data analysis (incl. objective setting and performance management)
• Hold and manage budgets for all markets to fund creative, media, localization and other

Essential requirements

• Bachelor’s degree (at least) is required, preferred in in Business Management, Economics, (Service) Marketing or IT
• Minimum 5 years of relevant experience, e.g. in (online) marketing and/or CRM (Customer Relationship Management)
• Experience in managing employees and teams
• Excellent English, communications and project management skills
• Proven track record of operational responsibility
• Experience in Data science is preferred

Location

The role is based in Cologne, Germany and includes the opportunity of hybrid working. Moreover, the role requires to travel on a regular basis (around twice a month).

Ford is committed to diversity and equality of opportunity for all and is opposed to any form of less favourable treatment or harassment on the grounds of gender, marital status, civil partnership status, parental status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion/belief, gender reassignment and gender identity, age and those with caring responsibilities.