Manager, Commercial CRM

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...

• Owns both the design and execution of the commercial customer journey strategy across all the commercial pillars - defining where the journey should go, making it real in the Martech stack, and keeping it current as business conditions shift.

• As the Commercial CRM Manager, you will be the master storyteller behind our customer engagement lifecycle.

• You will be responsible for envisioning and defining how we interact with our commercial customers, ensuring every touchpoint is purposeful, data-driven, and aligned with our business objectives.

• You will bridge the gap between customer experience, business goals and technical execution, designing the blueprints that our technical teams will build.

Manager, Commercial CRM

What you'll do...

• Journey Strategy & Roadmap

• Define lifecycle stages, moments that matter, and the target-state journey for each priority B2B audience segment.

• Build current- and target-state journey blueprints; identify friction, gaps, and dead ends across marketing, sales, dealer, and customer touchpoints.

• Own the segmentation and contact strategy framework - which segments matter, what they're worth, how each is treated differently.

• Own and defend the quarterly journey roadmap, prioritizing against business objectives, effort, data readiness, and expected value.

• Support measurement strategy up front (metrics, controls, attribution) so every journey gets a verdict.

• Journey Activation

• Support operation of lifecycle journeys across acquisition, onboarding, adoption, cross-sell, retention, and win-back.

• Design triggers, entry/exit criteria, decision splits, wait states, channel logic, fallbacks.

• Partner with GDIA/Pro360 and ProTech to close the data gaps that block strategy.

• Maintain journey documentation and change logs so any journey can be audited, handed off, or rebuilt.

• Campaign Sequencing & Contact Governance

• Own the master B2B campaign calendar and sequencing model - what reaches which account, in what order, at what priority.

• Set and enforce contact guardrails: frequency caps, fatigue thresholds, message priority hierarchy, conflict resolution.

• Coordinate sequencing across always-on programs, launches, offers, events, and dealer/field-initiated outreach.

• Manage suppression frameworks (active deals, service issues, do-not-contact, consent) to prevent over-solicitation.

• Near-Term Pivots & Optimization

• Accountable owner for rapid journey pivots driven by inventory, incentive, competitive, or performance shifts - with tradeoff recommendations, not just execution.

• Run a structured test-and-learn backlog across content, cadence, offer, and channel mix; codify wins into standards.

• Diagnose journey-level performance issues (entry volume, drop-off, stage conversion, deliverability) and intervene in days, not quarters.

• Reforecast impact when priorities change and reset stakeholder expectations clearly.

• Stakeholder Leadership

• Single point of accountability for journey strategy and execution across Brand, Content, GDIA, ProTech.

• Write creative and content briefs; manage review, approval, and workflows.

• Manage agency and vendor partners on scope, SLAs, and quality; present strategy and pivot rationale to senior leadership.

What you'll do...

• Journey Strategy & Roadmap

• Define lifecycle stages, moments that matter, and the target-state journey for each priority B2B audience segment.

• Build current- and target-state journey blueprints; identify friction, gaps, and dead ends across marketing, sales, dealer, and customer touchpoints.

• Own the segmentation and contact strategy framework - which segments matter, what they're worth, how each is treated differently.

• Own and defend the quarterly journey roadmap, prioritizing against business objectives, effort, data readiness, and expected value.

• Support measurement strategy up front (metrics, controls, attribution) so every journey gets a verdict.

• Journey Activation

• Support operation of lifecycle journeys across acquisition, onboarding, adoption, cross-sell, retention, and win-back.

• Design triggers, entry/exit criteria, decision splits, wait states, channel logic, fallbacks.

• Partner with GDIA/Pro360 and ProTech to close the data gaps that block strategy.

• Maintain journey documentation and change logs so any journey can be audited, handed off, or rebuilt.

• Campaign Sequencing & Contact Governance

• Own the master B2B campaign calendar and sequencing model - what reaches which account, in what order, at what priority.

• Set and enforce contact guardrails: frequency caps, fatigue thresholds, message priority hierarchy, conflict resolution.

• Coordinate sequencing across always-on programs, launches, offers, events, and dealer/field-initiated outreach.

• Manage suppression frameworks (active deals, service issues, do-not-contact, consent) to prevent over-solicitation.

• Near-Term Pivots & Optimization

• Accountable owner for rapid journey pivots driven by inventory, incentive, competitive, or performance shifts - with tradeoff recommendations, not just execution.

• Run a structured test-and-learn backlog across content, cadence, offer, and channel mix; codify wins into standards.

• Diagnose journey-level performance issues (entry volume, drop-off, stage conversion, deliverability) and intervene in days, not quarters.

• Reforecast impact when priorities change and reset stakeholder expectations clearly.

• Stakeholder Leadership

• Single point of accountability for journey strategy and execution across Brand, Content, GDIA, ProTech.

• Write creative and content briefs; manage review, approval, and workflows.

• Manage agency and vendor partners on scope, SLAs, and quality; present strategy and pivot rationale to senior leadership.