Role Overview The CRM & Digital Marketing Lead is responsible for the execution and continuous improvement of CRM and regional digital web operation activities across the Americas region, ensuring a strong connection between lead generation, loyalty, NA site experience, and customer conversion.
This is a hands-on role at the core of the customer funnel. The position owns the day-to-day management of leads, campaigns, and CRM processes, working closely with Sales, and HQ to ensure consistent execution and measurable results.
The role requires a profile that is hands on in both analytical and operational capacities, capable of identifying gaps and directly driving improvements independent of a team structure as needed.
Key Responsibilities CRM Execution & Lead Management - Manage the end-to-end lead flow, from capture to dealer assignment, follow-up, and closure
- Ownership of the customer journey - acquisition through retention and re-activation
- Build scalable, automated customer journeys
- Map touchpoints across onboarding, purchase, loyalty and win-back efforts
- Create and manage campaign calendars, write briefs and coordinate timing of deployments between both local and global teams
- Monitor lead quality, response times, and conversion rates, identifying gaps and driving corrective actions
- Ensure consistent CRM usage and discipline across the dealer network
- Actively follow up with dealers to improve lead handling and customer engagement
Digital & Funnel Optimization - Manage and optimize digital lead generation channels (website, paid media, landing pages)
- Track and improve funnel performance (conversion rates, cost per lead, lead quality)
- Work with HQ to ensure proper implementation and usage of digital platforms and tools
- Coordinate localization of NA website efforts with global team ensuring needs of the region are comprehended
- Manage local messaging and implementation for NA sites
- Facilitate NA website refresh efforts, ensuring current offers, optimized UX, and aligned storytelling
Performance Tracking & Insights - Track KPIs across the full funnel (lead volume, response time, conversion, retention)
- Produce clear and actionable reporting for Marketing and Sales stakeholders
- Translate data into practical actions and improvements, not just analysis
Basic Qualifications - Bachelor's degree in Marketing, Business, or related field
- Minimum 5 years of experience in CRM, digital marketing, and hands-on experience with CRM tools (Salesforce) and ESPs (Eloqua)
- Provide sample portfolio of work that demonstrates past CRM strategy and execution
- Strong analytical skills with the ability to translate data into actions
Preferred Qualifications - Ability to create, edit, modify HTML/CSS, and eye for design
- Experience working with dealer networks or multi-location retail environments is a strong plus
