Manager, Commercial CRM

Responsibilities

• Owns both the design and execution of the commercial customer journey strategy across all the commercial pillars - defining where the journey should go, making it real in the Martech stack, and keeping it current as business conditions shift.
• As the Commercial CRM Manager, you will be the master storyteller behind our customer engagement lifecycle.
• You will be responsible for envisioning and defining how we interact with our commercial customers, ensuring every touchpoint is purposeful, data-driven, and aligned with our business objectives.
• You will bridge the gap between customer experience, business goals and technical execution, designing the blueprints that our technical teams will build.
• Journey Strategy & Roadmap
• Define lifecycle stages, moments that matter, and the target-state journey for each priority B2B audience segment.
• Build current- and target-state journey blueprints; identify friction, gaps, and dead ends across marketing, sales, dealer, and customer touchpoints.
• Own the segmentation and contact strategy framework — which segments matter, what they're worth, how each is treated differently.
• Own and defend the quarterly journey roadmap, prioritizing against business objectives, effort, data readiness, and expected value.
• Support measurement strategy up front (metrics, controls, attribution) so every journey gets a verdict.

Requirements

• Bachelor's degree
• At least 5 years in CRM, lifecycle, or marketing automation, including 3+ years in B2B or account-based marketing (long cycles, multiple decision-makers, channel sales).
• Proven ownership of journey strategy — blueprints, segmentation frameworks, and roadmaps
• Proven ownership of live multi-step journeys from spec through launch and optimization.
• Track record managing a shared campaign calendar across competing stakeholders.
• Working knowledge of CRM/MarTech: deep tech stack expertise and accounts, contacts, leads, opportunities, lifecycle stages.
• Analytical fluency: funnel and cohort analysis, test design, control groups, basic business-case modeling.
• Understanding of deliverability, consent/preference management, and account-to-contact identity resolution.
• Strategic clarity — can state a journey point of view, the evidence, and what it will and won't deliver.
• Operational rigor — documents logic and prevents the errors that erode trust in CRM.

Preferred

• Commercial vehicle, fleet, automotive, or other B2B experience.
• Formal journey mapping, plus workshop facilitation with cross-functional and executive audiences.
• Telematics, connected-service, or product-usage data as a journey trigger and segmentation source.
• Marketing-to-sales handoff design: lead scoring, routing, SLA enforcement, closed-loop attribution.

Benefits

• Immediate medical, dental, vision and prescription drug coverage
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care 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.