OverviewWho we're looking forWe are seeking a results-driven National Marketing & Promotions Senior Analyst to lead customer retention strategy and service marketing promotions strategy.
This role is responsible for increasing customer retention, repeat engagement, and lifetime value through targeted lifecycle marketing, promotional planning, customer segmentation, and cross-functional campaign execution.
The ideal candidate combines strategic thinking with strong analytical skills and experience in developing programs that drive repeat business and long-term customer relationships.
What you'll be doingCoordinating the strategy, creative asset development, execution, and performance analysis of national service promotions (40%):
- Develop and execute retention marketing strategies to improve customer loyalty, repeat purchase behavior, and customer lifetime value.
- Develop, manage, and optimize Toyota's National Customer-Facing Service Promotions calendar and programs annually in close partnership with the ICX Parts Sales Team, Field Teams, and Dealer Body.
- Analyze the business results of these promotions and develop enhancements for future promotions accordingly. Refine future service promotions and retentions strategy when needed to further focus on business outcomes. Analyze campaign performance, customer behavior, churn trends, and ROI to identify opportunities.
- Use A/B testing and other experimentation methods to improve retention messaging, offers, timing, and channel mix.
- Lead service marketing promotions strategy, including planning, development, and performance analysis of promotional campaigns.
- Design and optimize customer lifecycle journeys across email, SMS, direct mail, display, broadcast, social media, SEM, and other channels.
- Segment customers based on behavior, lifecycle stage, purchase history, and engagement to deliver relevant and personalized communications.
- Manage promotional calendars and offer strategy, testing plans, and campaign execution for service-related marketing programs.
- Monitor competitive trends and market conditions to inform service promotion strategy.
- Present insights, recommendations, and performance updates to leadership and key stakeholders.
Managing agency partners in the development of creative assets used to communicate national service promotions, including digital, social, SEM, and online video (30%):
- Create agency briefs for all national promotions.
- Ensure all retention and promotional activities are aligned with brand standards and compliance requirements.
- Review, offer thoughtful feedback on (in consideration of business objectives), and approve promotional assets within key milestones/campaign deadlines.
- Partner with product, service, sales, analytics, and creative teams to align retention initiatives with business goals.
Collaborating closely with key stakeholders both in the Aftersales department as well as across TMNA and regions to ensure alignment in marketing messages and communications (20%):
- Closely partner with our region and PD teams to coordinate marketing efforts at the Tier 2 level and with dealers at the Tier 3 level.
Effectively managing campaign/program budgets internally and with external agency partners (10%):
- Manage overall Marketing Spend for Parts & Service Marketing and suggest optimizations and new efficiencies wherever possible.
Success Metrics:
- Increase in customer retention rate
- Growth in repeat purchase or service visit frequency
- Improvement in campaign engagement and conversion rates
- Reduction in churn or inactive customer segments
- Increase in customer lifetime value
- ROI improvement for retention promotions
What you bring- Bachelor's degree in Marketing, Business, Communications, Analytics, or a related field.
- Automotive and / or lifecycle marketing experience, especially in digital and social platforms.
- Proven experience developing and executing customer retention and promotional campaigns.
- Ability to successfully manage and prioritize multiple projects and timelines.
- Prior experience in customer segmentation, journey mapping, and campaign measurement.
- Strong communication skills and ability to concisely convey a message, especially something marketing / technical in nature, to those who might not be as familiar.
- Adept at developing an analysis from data and turning those key findings into an action plan.
- Exceptional oral and written skills, especially in presenting to senior leaders.
- Excellent collaboration and project management skills.
- Ability to travel roughly 20% of the time throughout the U.S. (including overnight travel).
- Excellent PowerPoint visualization skills.
- Experience with A/B testing, offer optimization, and performance reporting.
- Prior experience analyzing data using PowerBI, Tableau and/or Excel for storytelling and action planning purposes.
Added bonus if you have- Experience in service-based marketing, subscription, automotive, retail, or consumer-facing industries.
- Familiarity with customer data platforms, loyalty programs, and personalization strategies.
- Knowledge of email, SMS, paid media retargeting, and multi-channel orchestration.
What we'll bringDuring your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:
- A work environment built on teamwork, flexibility, and respect
- Professional growth and development programs to help advance your career, as well as tuition reimbursement
- Team Member Vehicle Purchase Discount
- Toyota Team Member Lease Vehicle Program (if applicable)
- Comprehensive health care and wellness plans for your entire family
- Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute
- Paid holidays and paid time off
- Referral services related to prenatal services, adoption, childcare, schools, and more
- Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)
