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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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