Customer Data And Optimization Lead

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world – together. At Ford, we’re all a part of something bigger than ourselves. What will you make today?

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...

Come be a part of the future of Marketing at Ford. Ford is seeking a seasoned CRM Data Manager to join its US Marketing Communications organization. This extremely pivotal role on the team will have a great opportunity to make enterprise-wide impact. In this role, you'll work with a top-notch team CRM Journey Leads and Channel SMEs and disciplines to define, deliver, and streamline the CRM data and reporting standards. We are looking for someone to lead enterprise-wide customer data strategy efforts to evaluate, acquire, integrate, and consume data assets that drive insights and provide a competitive advantage.

Responsibilities

What you'll do...

CRM Data Lead will drive the planning and creation of all ongoing and ad hoc reporting in support of CRM performance and testing. This individual should feel comfortable creating, manipulating, and analyzing data from multiple sources and must possess the ability to synthesize and prepare audience-appropriate reports for a variety of audiences, including colleagues as well as Executive Leadership. The CRM Data Lead will be responsible in getting dashboards built and detailed views of the entire CRM performance including email (inclusive of triggered, non-triggered, transactional sends), SMS, Loyalty, In-App etc. This includes ongoing BAU performance, test results, retention reporting, and strategic CRM initiative reporting.

The ideal candidate is seasoned in CRM and digital, with an expertise in manipulating large and disparate sets of data into a consolidated view, validating data accuracy, creating program and performance dashboards, streamlining reporting processes/automating where appropriate, and owning the dissemination of all CRM campaign and test results. Most importantly, this individual will need to possess the ability to present data in formats that are clear, easily digestible, and with an appropriate level of detail considering the audience.

• Lead customer data strategy efforts to evaluate, acquire, integrate, and consume data assets that drive insights and provide a competitive advantage
• Ensure quality design, collection, storage, transfer and decommissioning of customer data in partnership with global partners. You will be the primary product owner of the CDP at Ford. They will work across teams to source all customer information and integrate new data attributes and manage and maintain existing data, ensuring compliance with relevant regulatory requirements and best practice
• Streamline the collection and automation of digital marketing data across channels and develop processes to integrate into dashboards to communicate marketing performance to key stakeholders effectively 
• Responsible for ensuring a single source of truth of the customer by reviewing and modifying, as necessary, all existing business rules across the data ecosystem 
• Builds collaborative relationships across functions (sales, marketing, information technology, customer experience, and products/services) in support of the ongoing process of the data ecosystem 
• Conduct investigations to continually ensure data resilience, optimize data streams & ensure cross-platform alignment
• Develop and maintain a deep understanding of the wide spectrum of data included in the data ecosystem spanning both longitudinal patient claims data and a 360-degree view of promotional touchpoints (across personal and non-personal promotion) 
• Act as liaison with Information Technology and Global Data, Insights, and Analytics team to ensure timely and accurate data delivery and needs to deliver efficient and effective marketing campaigns
• Partner with CRM operations and the insights team to publish key metric dashboards to effectively share insights derived from the data ecosystem
• Partner with data vendors such as limited distribution network and agency partners to ensure timely and accurate data delivery and work with partners to quickly resolve issues 
• Institute robust data governance framework, including creating a data dictionary, key controls, and data thresholds. Establish a feedback mechanism to identify, prioritize and resolve data-related opportunities. 
• Establish customer data strategy process for our Customer Data Platform (CDP) that is efficient and repeatable to streamline the translation of raw data to key audiences and other metrics for consumption by operations, analytics, and data science teams 

Qualifications

You'll have...

• Strong understanding and analytical experience working with SQL, database querying or data mining
• 8+ years’ experience in working in CRM or Business Intelligence, Data Visualization, Business Operations, Digital or a related field in a fast paced, hyper-growth environment
• Working knowledge of MarTech capabilities including APIs, platforms and services
• Bachelors Degree required
• Forward-thinking dynamic individual with an exceptional ability to manage multiple stakeholders from a variety of departments to generate advocacy and solve complex, multifaceted challenges
• Ability to travel where required (4 times per year)
• Strong project management and documentation skills
• Excellent listening and documentation skills to quickly identify multiple needs, challenges, and translate this into a project plan

Even better, you may have...

• Excellent communication skills with strong attention to detail and an ability to take complex concepts and distill them down so they’re easy to comprehend
• Experience working for a company which engages in multi-party sales and contracts, involving consultants and/or agencies is strongly preferred
• Deep knowledge of Salesforce and Adobe is strongly preferred
• Experience working in Dataoroma, Tableau and Adobe CRM dashboard design or as an end user, strongly preferred
• Ability to manage and deliver in a highly matrixed organization with dispersed teams of individuals strongly desired

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, we encourage you to apply!

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:

• Vehicle discount program for employees and family members, and management leases
• Established and active employee resource groups
• A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
• Immediate medical, dental, and prescription drug coverage
• Paid time off for individual and team community service
• Tuition assistance
• Paid time off and the option to purchase additional vacation time.
• Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up childcare and more

For a detailed look at our benefits, click here:

https://clicktime.symantec.com/15tStc9B6HXsayYeF9K6i?h=qS3i85wUmC8EZ9v_Mfpf0kNQ4zHDZUAK2BTJRZosR5E=&u=https://fordcareers.co/LL6NonHTHD

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 committed to a culturally diverse workforce. 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.

At Ford, the health and safety of our employees is our top priority. Vaccination has been proven to play a critical role in combating COVID-19. As a result, Ford has made the decision to require U.S. salaried employees to be fully vaccinated against COVID-19, unless employees require an accommodation for religious or medical reasons. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination or an approved medical or religious exemption.

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