Global CRM Product Manager - Omnichannel Personalization

We made history and now we work to transform the future – for our customers, our communities and our families. You'll see your work on the road every day, helping people move freely and pursue their dreams. At Ford, you can build more than vehicles. Come build what matters. Enterprise Technology plays a critical part in shaping the future of mobility. If you’re looking for the chance to leverage advanced technology to redefine the transportation landscape, enhance customer experience and improve people’s lives, this is the opportunity for you. Join us and challenge your IT expertise and analytical skills to help create vehicles that are as smart as you are. In this position... The Product Manager Global CRM Omnichannel Personalization will own the execution and continuous improvement of Salesforce Personalization features for omnichannel product recommendations and retargeting communications — spanning Web, App, Email, SMS, and Paid Media — including abandon browse and abandon cart use cases, across multiple global regions and business units. Working within the platform, foundational, and strategic direction set by the Senior Product Manager, this role translates strategy into shippable features—managing the quarter-to-quarter roadmap for these use cases. This role is hands‑on with feature delivery, backlog management, experimentation, and performance optimization, ensuring these personalization capabilities continuously improve engagement and conversion. While the primary focus is recommendations and retargeting, this role requires a solid working understanding of next-best-action decisioning, audience segmentation, and journey orchestration to ensure recommendation and retargeting logic is well integrated within the broader omnichannel customer journey. Based in Dearborn, MI, this is a hybrid position with a required four-day onsite presence each week. Relocation assistance may be available for qualified candidates. What you'll do... Feature Delivery & Backlog Management Own and manage the quarter-to-quarter product backlog for omnichannel product recommendations and retargeting communications (abandon browse, abandon cart) across Web, App, Email, SMS, and Paid Media, supporting multiple global regions and business units Translate the broader CRM personalization strategy and roadmap into detailed feature requirements, user stories, and acceptance criteria for recommendations and retargeting Partner closely with the Journey Enablement/SFMC Product Manager on journey decision splits, entry/exit criteria, and orchestration to ensure recommendation and retargeting logic is correctly sequenced within broader customer journeys Own and refine the next-best-action and audience logic that determines which recommendation or retargeting message is served, across channels Prioritize and sequence feature releases in partnership with engineering, marketing, and creative teams Support release planning and go-to-market execution for new recommendation and retargeting features and campaigns across all regions and business units Work within outputs of the AI/decision engine to configure and refine recommendation and retargeting logic at the feature level, escalating decisioning or model-level needs to the Senior Product Manager Serve as a point of contact for recommendation and retargeting feature requests, troubleshooting, and platform capability questions across global teams Performance & Optimization Monitor and report on feature-level performance metrics (e.g., recommendation click-through, retargeting conversion) across channels and use insights to inform iteration Run tests and experiments to optimize recommendation and retargeting logic, targeting rules, and decisioning within existing platform capabilities Monitor cross-channel performance and health of recommendation‑and retargeting-driven journeys, identifying and escalating errors, bottlenecks, or drop-off points Maintain a customer-centric feedback loop, using customer behavior data to identify opportunities for new or improved recommendation and retargeting use cases Stakeholder Collaboration & Compliance Manage day-to-day stakeholder relationships with marketing, CRM, creative, and Paid Media teams across regions and business units to ensure recommendation and retargeting features meet business and customer needs Partner with engineering/IT to troubleshoot, refine, and enhance existing recommendation and retargeting features Collaborate with Journey Enablement and Data Services teams on data extensions, triggers, and audience logic required to support recommendation and retargeting features within broader journeys Ensure recommendation and retargeting features comply with data privacy and consumer protection requirements (e.g., consent, opt‑out preferences), embedding privacy considerations into feature design Escalate platform, foundational, or cross-functional strategic issues to the Senior Product Manager as needed You’ll have... Bachelor’s or equivalent combination of relevant education and experience 4+ years of Product Management experience, ideally within CRM, MarTech, omnichannel marketing, or personalization platforms 1+ years of experience with Salesforce Personalization (or comparable personalization/decisioning platforms) 1+ years of working knowledge of next-best-action decisioning, audience segmentation, and journey orchestration, and how these interact with recommendation and retargeting logic 1+ years of experience delivering personalization or marketing features across omnichannel touchpoints (Web, App, Email, SMS, Paid Media) 3+ years of experience in Agile delivery, including experience with tooling such as Jira Even better, you may have... Master Degree Experience with Salesforce Marketing Cloud (e.g., Journey Builder, Automation Studio Strong analytical skills with comfort in performance data, testing, and experimentation Solid understanding of modern marketing needs (personalization, targeting, measurement) with the ability to translate them into clear feature requirements Detail-oriented executor who can turn strategy into action Highly organized, self-starter who is results-driven Collaborative team player who partners well across marketing, creative, and engineering, including experience supporting global or multi-region programs and working across distributed teams. Excellent written and oral communication skills Embraces change and thrives in agile, fast-paced environments Experience working with ecommerce sites, including online-to-offline functions. Familiarity with data privacy and consumer protection regulations affecting personalization and marketing use cases. Exposure to AI-driven decisioning or recommendation engines. Customer-centric mindset with curiosity about behavior, personalization mechanics, and journey/decisioning design. As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including: Immediate medical, dental, vision and prescription drug coverage Flexible family care days, paid parental leave, new parent ramp‑up programs, subsidized back‑up childcare and more 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 A generous schedule of paid holidays, including the week between Christmas and New Year’s Day Paid time off and the option to purchase additional vacation time. This position is a salary grade of 7 or 8 and ranges from $99,600- 192,900. Final determination of salary grade will be based on candidate's skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value. For more information on salary and benefits, click here: Visa sponsorship is not available for this position. Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call View phone number on click.appcast.io. #LI-Hybrid

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