Manager, Consumer Journey & Loyalty
Company: Mitsubishi Motors North America
Location: Franklin
Posted on: September 18, 2022
Job Description:
Mitsubishi Motors is looking for a Manager, Consumer Journey &
Loyalty to join the marketing team. In this role you will Support
the Sr. Manager, Consumer Journey and Loyalty in developing the
strategy and deploying the long-term consumer journey and
personalization vision. You will provide insight and management of
CRM audience selection and omnichannel initiatives, including
strategic development and implementation of programs focused on new
owner acquisition, sales, and Aftersales retention. You will also
manage campaign audience, program performance and analytical
insights to identify growth opportunities. A representation of the
responsibilities are outlined below:
Have a thorough understanding of
customer journey and retention strategies that support loyalty and
the ability to align with the department vision, objectives, KPI
measurements and trends. Participate in the strategic planning for
initiatives that support department KPIs and develop the roadmap
across channels with decisioning, data orchestration, and design
automation. Enhance the automation and personalization of CRM
efforts to ensure communication with customers at the right cadence
and delivering relevant and valuable content at the right time.
Develop strategies and implement processes to deliver results that
support the improvement of KPIs and overall business objectives:
customer acquisition, owner retention to service, engagement with
connected car services, and loyalty retention to the brand. Partner
with cross-functional business stakeholders to collaborate, create,
design and drive program strategies leveraging CRM audiences and
omnichannel activations. Create alignment and integration of
customer experience with owner facing sites and apps, including but
not limited to: MMNAs owner website, Roadside Assistance App, and
Mitsubishi Connect services. . Define audience business rules and
test recommendations for CRM campaigns across all media channels
and communication methods. Monitor and manage the requirements for
CCPA compliance across cross-functional teams and external business
partners. Gather necessary strategic and deployment information to
launch CRM campaigns; This includes knowledge and use of 3rd party
research (ie: Polk, Urban Science, JD Powers, Maritz, etc.) Engage
with analytics teams to enhance campaign recommendations and
program requirements; Ability to present campaign analysis results
and recommendations to senior management. Lead and manage agency
and vendor relationships, including setting priorities,
communication, and problem resolution. Manage and supervise members
of the CRM team. Effectively coach, hire, counsel, engage and
develop staff for growth and success. Utilize the diverse talents
of the team, manage materials and budget while maintaining focus on
the goals and vision of the company. Meet stated deadlines while
delivering quality results. Perform other duties as assigned or
required.Note: The above description is only a list of
representative duties. As a member of a small team, the successful
candidate will be someone who is ableand wants towear many hats,
jump in where needed, enjoys learning about business operations and
contributing to the Companys success. Location of PositionThis
position is located in Franklin, Tennessee (the greater Nashville
area) and the successful candidate must be located in TN. While
this role will require some presence in the office, it will be a
hybrid role with ability to work from home an average of 3/4 days
per week. Position Requirements and Nice to Haves:
5+ years prior experience in
Marketing with an emphasis in CRM. Automotive experience highly
preferred. BS/BA degree in Business Administration, Marketing or
related field or equivalent combination of education and experience
Experience and aptitude for managing projects and working with
various internal departments and agency partners Advanced
analytical and critical thinking with ability to develop and manage
against multiple channels in a 360-degree experience view
Experience in multi-channel marketing channels including direct
mail production, e-mail marketing, SMS, digital ad and social
channels Proficient in Microsoft Office suite Experience with major
CRM platforms, Salesforce Marketing Cloud and Audience Studio (DMP)
a plus Experience in developing presentations on recommendations
and proposals to management.Benefits & Perks:
Competitive compensation package
Comprehensive healthcare coverage, including medical, dental,
vision Wellness program Paid holidays and paid time off 401(k)
savings plan with company match Professional growth and development
programs, including tuition reimbursement Vehicle lease and
purchase programs Open & collaborative work environment WE ARE AN
EQUAL OPPORTUNITY EMPLOYER.If you require reasonable accommodation
at any point in the selection process, please direct your inquiries
to your recruiter.
Keywords: Mitsubishi Motors North America, Franklin , Manager, Consumer Journey & Loyalty, Executive , Franklin, Tennessee
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