Senior Manager, Customer Lifecycle Marketing

Join the Mitsubishi Motors North America (MMNA) Team!  

Summary of Role:

The Senior Manager, Customer Lifecycle Marketing will lead the strategy, execution, and optimization of CRM initiatives, serving as a service center for the business to manage cross-functional priorities. This role is responsible for driving engagement, retention, and sales for the business, collaborating across sales, aftersales, and product teams while developing a robust CRM strategy that integrates loyalty, personalization, and marketing technology. This leader will play a key role in shaping the long-term consumer journey and loyalty vision, ensuring seamless customer experiences while supporting internal teams with CRM-driven insights, audience segmentation, and marketing execution. They will oversee CRM audience management, campaign execution, and data-driven decision-making to optimize customer lifetime value and business growth.

Responsibilities:

• Lead development of lifecycle marketing strategies including acquisition, lead nurture, engagement and retention to improve the customer experience throughout the customer lifecycle.
• Lead the customer journey map and audience targeting and segmentation for all marketing areas with consideration for 1P and 3P research and insights.
  • Develop the customer journey roadmap with decisioning tree, data orchestration, and customer segmentation strategy.
  • 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.
• Own and manage the CRM workflows for owners, prospects and disposers.
  • Define audience business rules and processes for generating segments for CRM campaigns across  owned channels and communication methods including email, SMS, direct mail, and app notification.
  • Collaborate with team leads and stakeholders to drive program strategies, leveraging CRM audiences and channel activations to support cross-functional KPIs and business objectives.
  • Partner with marketing leads to implement strategies across the customer journey, ensuring cohesion across channels and shopping phases.
  • Manage the development and ongoing optimization of 1^st party data capture opportunities and cleansing. Collaborate closely with IT to optimize data cleanliness and database strategies.
• Lead the development and implementation of loyalty initiatives including owners’ website, owner apps, and telematics services.
• Drive analytics requirements, manage and present campaign analysis results and provide recommendations and countermeasures to senior management.
• Lead the agencies-of-record in a motivating, integrated and innovative way. Establish campaign objectives and ensure plans are on strategy, deliverables are met, and resources are utilized effectively and efficiently. Employ countermeasures as needed and provide regular updates to management. Manage agency quarterly business reviews and RFPs.
• Manage the CRM team and foster their growth within the Marketing team.
• Develop and maintain an annual budget, including managing monthly accruals and forecasting for business group.
• Regular attendance at work on a full time schedule of at least 8 hours daily and 40 hours weekly.
• Other duties as assigned or required.

Required Qualifications:

• 10+ years of exempt-level customer relationship marketing, sales/marketing analysis/research experience.
• Experience and aptitude for managing agency, partner and internal client relationships.
• Strategic and executional expertise in CRM programs. Strong understanding of multi-channel marketing channels: e.g. direct mail production, digital, email, SMS, mobile push and social media marketing.
• Understand end-to-end data and technical capabilities.
• Experience in marketing technology landscape with relevant digital marketing technologies (personalization, CDP, CMS, Campaign Management, analytics)
• Experience in defining reporting requirements and analysis.
• Strong capability in Microsoft Office suite including PowerPoint, Word and Excel.
• Prior experience as a CRM Manager, an agency account executive, agency account supervisor, etc.
• BA/BA or MBA in Market Research/Business/Statistics or Marketing or an equivalent combination of education and experience.
• Experience with and general knowledge of various CRM database software and/or other campaign management tools.
• Experience with customer centric principles and digital marketing.
• Experience in making presentations and recommendations to executive management.

Pay Transparency: 

The base salary for this position ranges between $150,000 to $160,000. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, and qualifications. In addition to base salary, we are proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes 401k with company match, Mitsubishi Lease Program, and a full range of medical, financial, and other perks and benefits.

Perks and Benefits:

• Family First: Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
• Be a Proud Mitsubishi Ambassador: Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
• Drive with Perks: This position comes with monthly a car allowance, contingent upon a satisfactory driving record.
• Secure Your Future: Benefit from our 401(k) with Company match and annual contributions based on years of service.
• Fuel Your Growth: Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
• Take Time for Yourself: Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
• Hybrid Working Environment: Experience the perfect balance of remote and in-office work (~2 days remote, 3 days in-office) at our modern office, located in the vibrant Franklin, TN area.
• Thrive in an Open Environment: Experience our collaborative workspace where ideas flow freely.

The MMC Way:

Our values form the foundation of everything we do. At Mitsubishi Motors, we are committed to a set of core principles that guide our actions, decisions, and interactions. Our values reflect who we are as a company, how we collaborate, and the impact we aspire to make. These values are what we call the MMC Way:

• Think of Our Customers, Strengthen Trust
• Enrich Society
• Welcome All Facts, Share Difficult News First
• Conduct and Challenge Yourself Professionally
• Respect All, Work as a Broader Team

Diversity and How to Apply:

At MMNA, we embrace the strength that diverse perspectives and experiences bring to our team. Our application process is designed to champion inclusion and equity. We're on the lookout for the ideal fit for each role, valuing skills and experiences over traditional education or specific company backgrounds. Feel encouraged to apply, even if your profile doesn't precisely match the job description. We invite you to delve into a few thought-provoking questions in our application, offering you the opportunity to showcase your unique talents and insights right from the start.

Once you've submitted your application, expect to hear from us within 7 business days. We're committed to keeping you informed about the status of your application, ensuring transparency and open communication throughout the process. We understand that perfection is a journey, and if you ever have questions about your application or the process itself, don't hesitate to reach out to your recruiter. 

Mitsubishi Motors is proud to be an equal-opportunity employer, excited about collaborating with talented individuals of all identities. We do not discriminate based on identity, aligning with our commitment to fostering a diverse workplace. Our code of conduct serves as a guiding light for the company we aspire to be, celebrating our differences as the driving force behind a product that serves a global user base. 

We welcome applications from individuals with disabilities and is prepared to provide reasonable accommodations. If you require such accommodations for the job application or interview process, please email mmna-talent_acquisition@na.mitsubishi-motors.com.

We hope you will join us on this journey where your dedication aligns with our values, creating an environment that fosters growth, collaboration, and meaningful contributions.

Click here to learn more about what it's like at MMNA!