Director of Product Management - Customer Retention & Messaging

All Jobs > Director of Product Management - Customer Retention & Messaging Director of Product Management - Customer Retention & Messaging Fully Remote Remote Worker Digital Full-time Description

RESPONSIBILITIES

Customer Loyalty & Retention Platform Own the business and functional requirements for a multi-channel loyalty and retention platform, modeled on OEM initiatives such as GM's Customer Sales & Service Retention (CSSR) program Define requirements across the full customer lifecycle: new vehicle purchase, service retention, maintenance, declined service, lapsed customers, lease maturity, vehicle upgrades, and sales-to-service / service-to-sales opportunities Specify personalized communications across email, direct mail, SMS, digital, and other channels Establish business rules for eligibility, segmentation, timing, offers, messaging, suppression, frequency, and campaign orchestration Define requirements for customer data integration (vehicle ownership, transaction and service history, engagement, marketing permissions) and for campaign measurement, attribution, reporting, and ROI Ensure the platform serves both OEM-level programs and individual dealer needs Customer Texting Solution Own the requirements for an automotive-focused two-way texting platform, defining the customer and dealer experience from first text through resolution or conversion Specify opt-in/opt-out, consent and compliance, automated and two-way messaging, appointment scheduling, service reminders, sales follow-up, lead response, campaign messaging, personalized offers, escalation and routing, message history, and analytics Define integrations with CRM, DMS, service scheduling, marketing platforms, and customer databases Determine when conversations should be automated versus handed to dealership staff Develop requirements for templates, personalization, triggers, workflows, and dealer-configurable messaging Evaluate third-party texting technologies and define requirements for APIs, scalability, security, and reliability Product Requirements & Roadmap Create and maintain business requirements documents, functional requirements, user stories, workflows, and acceptance criteria Prioritize the product backlog based on business value, customer impact, revenue opportunity, and development effort Develop product roadmaps and release priorities, and identify gaps between current capabilities and future OEM/dealer needs Partner with development and QA to validate that delivered functionality meets documented requirements Manage requirements through the full lifecycle — discovery, definition, development, testing, launch, and optimization Serve as the subject-matter expert for automotive customer engagement and retention Work directly with OEMs, dealer groups, dealership personnel, marketing, technology, and internal leadership Monitor evolving OEM program requirements and their implications for our roadmapGather dealer and end-user feedback and translate it into actionable requirements Represent the customer and dealer perspective in product decisions Data, Analytics & Measurement Define requirements for customer segmentation, predictive targeting, and cross-channel interaction tracking Establish measurement frameworks tying campaigns to outcomes: vehicle sales, repair orders, service revenue, appointment conversions, retention, reactivation, and customer lifetime value Partner with analytics teams on dashboards, reporting, and KPIs

QUALIFICATIONS

5+ years’ experience in Automotive: CRM, customer loyalty, marketing technology, or product management Strong understanding of dealership operations (sales, service, CRM, BDC, marketing, fixed operations) and customer lifecycle marketing Proven ability to translate business needs into detailed product and technical requirements Hands-on experience with CRM, marketing automation, customer data platforms, or communication platforms Working knowledge of SMS/text messaging, customer consent, and communication compliance Strong analytical and problem-solving skills Ability to work effectively with both business stakeholders and technical teams Excellent written and verbal communication skills

NICE TO HAVE

Experience working with OEM retention or loyalty programs Familiarity with DMS, CDP, service scheduling, or customer engagement platforms

COMPENSATION

Competitive compensation starting at $130,000++ annually, commensurate with experience, as well as participation in company benefits offerings, including medical, dental, vision, 401(k), paid vacation, wellness and more. About Team Velocity Team Velocity is a full-service marketing agency serving the automotive industry, providing integrated marketing solutions to OEMs and dealerships nationwide. We leverage our proprietary Apollo technology platform to predict consumer behavior, personalize marketing campaigns, and help dealerships drive more sales and service revenue. Our team members are driven, creative, and collaborative, enjoying a unique culture where innovation and client success are paramount. Join us in revolutionizing automotive marketing and technology through powerful, data-driven insights, continuous improvement, and an unwavering commitment to reliability. #J-18808-Ljbffr Team Velocity Marketing, LLC