Manager, Commercial CRM

Ford Motor Company

. Own the design and execution of the commercial customer journey strategy across all commercial pillars .

Posted 10/10/2026full-timeDearborn • Michigan • United StatesMid-LevelSenior💰 $115,500 - $218,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and executing B2B customer journey strategies, including segmentation frameworks and lifecycle management. Proficient in managing multi-step journeys, campaign calendars, and performance measurement across marketing and sales touchpoints.

Highest-signal resume keywords

B2B Marketing StrategyCRM/MarTech ProficiencyJourney MappingLifecycle ManagementCampaign Calendar Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Journey Strategy OwnershipSegmentation FrameworksFunnel AnalysisTest DesignLifecycle StagesAttribution MetricsOperational DocumentationData Gap AnalysisDecision SplitsPerformance Optimization

Soft Skills

Stakeholder ManagementCreative Brief WritingCommunication SkillsProblem-SolvingCollaboration

Tools & Technologies

CRM SystemsMarketing Automation ToolsData Analytics PlatformsCampaign Management SoftwareTelematics Systems

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

B2B MarketingAccount-Based MarketingCommercial VehicleFleet ManagementAutomotive Industry

Tech Stack

Tools & technologies

Switching

About the role

Key responsibilities & impact

Own the design and execution of the commercial customer journey strategy across all commercial pillars
Define lifecycle stages, moments that matter, and target-state journeys for priority B2B audience segments
Build current- and target-state journey blueprints and identify friction, gaps, and dead ends across marketing, sales, dealer, and customer touchpoints
Own segmentation and contact strategy frameworks
Own and defend the quarterly journey roadmap based on business objectives, effort, data readiness, and expected value
Support measurement strategy with metrics, controls, and attribution
Support lifecycle journeys across acquisition, onboarding, adoption, cross-sell, retention, and win-back
Design triggers, entry/exit criteria, decision splits, wait states, channel logic, and fallbacks
Partner with GDIA/Pro360 and ProTech to close data gaps
Maintain journey documentation and change logs
Own the master B2B campaign calendar and sequencing model
Set and enforce contact guardrails, including frequency caps, fatigue thresholds, message priority, and conflict resolution
Coordinate sequencing across always-on programs, launches, offers, events, and dealer/field-initiated outreach
Manage suppression frameworks to prevent over-solicitation
Lead rapid journey pivots driven by inventory, incentive, competitive, or performance shifts
Run test-and-learn initiatives across content, cadence, offer, and channel mix
Diagnose journey performance issues and intervene rapidly
Reforecast impact when priorities change and reset stakeholder expectations
Serve as the single point of accountability for journey strategy and execution across Brand, Content, GDIA, and ProTech
Write creative and content briefs and manage review, approval, and workflows
Manage agency and vendor partners on scope, SLAs, and quality
Present strategy and pivot rationale to senior leadership

Requirements

What you’ll need

Bachelor's degree
At least 5 years in CRM, lifecycle, or marketing automation
3+ years in B2B or account-based marketing, including long cycles, multiple decision-makers, and channel sales
Proven ownership of journey strategy, including blueprints, segmentation frameworks, and roadmaps
Proven ownership of live multi-step journeys from specification through launch and optimization
Track record managing a shared campaign calendar across competing stakeholders
Working knowledge of CRM/MarTech, including accounts, contacts, leads, opportunities, and lifecycle stages
Funnel and cohort analysis, test design, control groups, and basic business-case modeling
Understanding of deliverability, consent/preference management, and account-to-contact identity resolution
Ability to articulate a journey point of view, supporting evidence, and expected deliverables
Operational rigor in documenting logic and preventing CRM errors
Systems thinking to anticipate downstream contact conflicts before launch
Comfort switching between executive narrative and journey canvas debugging
Commercial vehicle, fleet, automotive, or other B2B experience preferred
Formal journey mapping and workshop facilitation experience preferred
Telematics, connected-service, or product-usage data experience preferred
Marketing-to-sales handoff design experience, including lead scoring, routing, SLA enforcement, and closed-loop attribution, preferred
Must be legally authorized to work in the United States
Visa sponsorship is not available

Benefits

Comp & perks

Immediate medical, dental, vision and prescription drug coverage
Flexible family care days
Paid parental leave
New parent ramp-up programs
Subsidized back-up child care
Family building benefits including adoption and surrogacy expense reimbursement and fertility treatments
Vehicle discount program for employees and family members
Management leases
Tuition assistance
Established and active employee resource groups
Paid time off for individual and team community service
Generous schedule of paid holidays, including the week between Christmas and New Year’s Day
Paid time off
Option to purchase additional vacation time