Customer Lifecycle Communications Product Jobs

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Product Manager , CRM Lifecycle Communications & Automation

Ford Motor Company Dearborn, MI

Dearborn, MI

Today

$100k - $193k/yr Full time Manager Marketing Ai Workflows

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Job Description

Own CRM lifecycle communications and automation journeys at Ford, with delivery, reliability, and optimization across email, in-app messaging, and SMS.

Responsibilities

Lead day-to-day delivery and continuous improvement for subscription transactional communications, vehicle order status communications, and eCommerce-triggered journeys.
Own and prioritize the product backlog across new requirements, enhancements, defects, and operational improvements.
Convert business needs into user stories, acceptance criteria, and measurable outcomes.
Coordinate execution with business stakeholders, marketing operations, data teams, and engineering.
Provide status updates on progress, dependencies, risks, and decisions to stakeholders.
Define and maintain communication eligibility rules including triggering events, timing, exclusions, and journey entry and exit criteria.
Partner with subscription product teams to evaluate how bundled offerings impact existing communications and coordinate required updates.
Ensure vehicle order status communications align with relevant vehicle-build milestones and order updates for intended recipients.
Manage eCommerce-triggered communications based on customer actions and business requirements.
Identify cross-journey dependencies and prevent duplicate, conflicting, outdated, or incorrectly timed messages.
Maintain documentation for business logic, data dependencies, and change history.
Apply Salesforce Marketing Cloud expertise to assess feasibility, refine requirements, and troubleshoot journey behavior.
Collaborate on configuration and validation of journeys, automations, audiences, data extensions, and triggered communications.
Understand how customer information, subscription status, vehicle order updates, and eCommerce events affect journey execution.
Coordinate user acceptance testing, release readiness, and post-launch validation.
Find opportunities to simplify workflows and improve maintainability of existing journeys.
Define journey objectives and success metrics with business, marketing, and analytics partners (engagement, conversion, customer experience, operational reliability).
Design and execute A/B tests and, where appropriate, holdout-based experiments with marketing, analytics, and delivery teams to measure incremental impact.
Use performance insights to improve journey logic, audiences, triggers, frequency, and channel coordination.
Establish quality-control practices including test scenarios, regression coverage, and release checklists.
Validate communication logic across product combinations, customer scenarios, data exceptions, timing rules, and exclusions.
Partner with technical teams to improve monitoring and identify missed triggers, unexpected audience volumes, duplicate messages, and other execution issues.
Coordinate issue triage, root-cause analysis, remediation, and preventive improvements.
Create reusable playbooks and automated checks to scale quality control with limited manual effort.
Identify opportunities to use approved AI tools and automation for requirements development, test-case generation, documentation, and quality analysis.
Test approaches that reduce repetitive work while maintaining human review and appropriate data safeguards.
Partner with engineering and operations teams to turn successful approaches into reusable capabilities.
Measure improvements in delivery speed, manual effort, test coverage, and defect prevention.
Provide operational backup for AI-powered journey activations, including requirements clarification, testing, release coordination, monitoring, and issue triage.
Collaborate with internal teams and external technology partners within established decisioning strategies and escalation processes.
Maintain working knowledge of journey workflows and dependencies to support continuity during peak delivery periods or coverage needs.
Use operational insights and stakeholder feedback to recommend improvements to reliability, efficiency, and customer experience.

Requirements

Bachelor’s degree or equivalent combination of relevant education and experience.
3+ years of product management experience in CRM (Salesforce preferred) delivery/marketing technology/lifecycle communications or a similar area.
Experience managing backlogs, defining user stories and acceptance criteria, prioritizing competing needs, and coordinating cross-functional delivery.
Ability to translate complex eligibility, timing, triggering, and exclusion requirements into clear, testable communication logic.
Experience coordinating user acceptance testing, validating releases, troubleshooting production issues, and improving quality and reliability.
Ability to understand how data, integrations, and customer events influence journey execution and collaborate with engineering and data teams.
Experience defining hypotheses, coordinating A/B tests, evaluating results, and applying learnings to improve.
Understanding of email, in-app messaging, and SMS within lifecycle journeys, including channel-specific performance measures and customer-experience considerations.
Strong written and verbal communication skills for clarifying requirements, managing dependencies, and explaining issues to business and technical stakeholders.
Ability to manage day-to-day priorities independently, escalate risks appropriately, and follow through on delivery and issue resolution.
6+ months of experience using AI and automation to improve productivity and quality, with commitment to validating outputs and protecting sensitive information.

Technologies

Salesforce Marketing Cloud
Salesforce Marketing Cloud Journey Builder
Automation Studio
AMPscript
APIs
SQL
eCommerce-triggered journeys
Email
In-app messaging
SMS
AI
A/B tests

Benefits

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

Even Better, You May Have...

Master’s degree in Computer Science, Business Administration, Information Systems, or a related field
Salesforce Marketing Cloud proficiency and hands-on experience with Journey Builder, Automation Studio, audience and data-extension management, and triggered communications
Experience with transactional communications, eCommerce-triggered journeys, or ownership communications
Experience with SQL, AMPscript, APIs, or event-driven integrations supporting automated communications
Familiarity with holdout groups, incremental lift measurement, statistical significance, and common measurement limitations
Experience with CRM reporting, dashboarding, or BI tools, and SQL for exploring journey performance
Experience testing communication timing, frequency, channel selection, and sequencing to improve outcomes while limiting customer fatigue
Experience developing automated checks, reusable test scenarios, regression testing, or monitoring that reduces manual effort
Experience using AI tools for requirements development, test-case generation, documentation, or quality analysis
Familiarity with AI-powered personalization, next-best-action decisioning, or dynamically orchestrated customer journeys
Experience with Salesforce Data Cloud and its integration with marketing and journey execution
Experience updating communication logic for bundled offerings, subscription changes, or other cross-product dependencies
Relevant Salesforce Marketing Cloud certifications are a plus

Location: Dearborn, MI (hybrid)

Compensation: USD 99,600 - 192,900 per year

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