Commercial CRM Specialist

The Customer Relationship Management (CRM) 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 platform and data with customer needs through personalised CRM solutions that build loyalty and drive B2B 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.

As our Commercial CRM Specialist, you will drive the design, acceleration and implementation of innovative strategic always-on and tactical CRM campaigns and programmes, leveraging the global Salesforce Marketing Cloud ecosystem.  Your work will directly influence sales, loyalty and engagement for business customers across the whole lifecycle, and support the Ford Pro pillar business objectives:

•    Working with colleagues across sales and marketing, markets, IT, agency teams, data and analytics teams and Ford Pro to design and deliver B2B CRM campaigns and journeys
•    Creating and managing creative and technical/data CRM briefs that drive business value
•    Managing, optimising and developing live and always-on campaigns
•    Reviewing content and managing approvals
•    Designing and optimising lead management flows to ensure high-quality commercial leads are effectively captured, and routed to sales teams
•    Developing 'Always-On' nurture streams that drive adoption of Ford Pro solutions
•    Supporting local market CRM requirements and queries
•    Proactive monitoring and measuring impact and effectiveness of CRM
•    Providing insights that iteratively improve campaigns
•    Developing and optimising processes that support campaign effectiveness and efficiency
•    Supporting the wider cross-functional CRM team in achieving business and marketing objectives, including any compliance or departmental tasks
•    Supporting ad-hoc operational CRM projects as required
•    Following audit and regulatory processes and mandates as required

You will be customer-focused, inquisitive, action-orientated and enjoy change. Working in collaborative, positive and agile teams you will thrive in the kind of environment where you can share and reciprocate knowledge. You will have:

•    Several years of experience of B2B CRM and Marketing, Sales & Service, with demonstrable strong 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 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; able to demonstrate 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.

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