Manager, Commercial CRM

About the role

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.

Responsibilities

• 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