Manager, CRM Market Management Principal

• Own the operational delivery of CRM campaigns across Always-On and tactical activations, ensuring high standards of execution quality, timeline discipline and prioritisation alignment.
• Act as the primary working-level contact for market stakeholders, managing delivery expectations, resolving execution blockers and maintaining campaign delivery confidence.
• Create and translate data-driven CRM strategy, audience direction and campaign objectives into actionable journey plans that are scalable across multiple markets and lifecycle stages.

• Guide CRM Journey Specialists and collaborate with developers to optimise journey performance, testing approaches and continuous improvement initiatives.
• Interpret campaign performance signals and engagement insights to drive optimisation decisions that improve customer interaction outcomes and conversion effectiveness.
• Coordinate delivery planning inputs, recommend prioritisation adjustments and support resource alignment to enable smooth campaign execution across markets.
• Collaborate with cross-functional teams including data, technology, content and relevant stakeholders to ensure integrated campaign activation and performance alignment.
• Identify recurring process or system friction points impacting delivery and propose practical improvement initiatives to strengthen CRM activation efficiency.
• Support functional capability growth by providing coaching, structured feedback and knowledge sharing to specialist team members.
• Contribute to maintaining strong governance practices and consistent application of CRM standards across markets and campaign programmes
• Ensure proper implementation of market operations and plans.
• Create and maintain up-to-date training materials, enablement documentation, and other process documentation.

• Bachelor's degree in Marketing, Business, Communications, Information Technology or related discipline.
• Master's degree in communications, Marketing, Information Technology or a related discipline (Optional)
• Technical Education in IT/Computer Science is a bonus
• Professional certifications in CRM or marketing automation platforms (e.g. SFMC Email Specialist) are advantageous.

• Minimum 8+ years of experience in CRM campaign delivery, digital marketing activation or marketing technology environments, ideally within regional or multi-market brand or agency contexts.
• Ideally 3+ years in Salesforce portfolio or similar platforms, with hands-on experience with SFMC modules, including:

• Proven track record in managing campaign delivery scope across multiple markets, balancing execution feasibility, stakeholder expectations and performance outcomes.
• Experience guiding execution teams or specialists to improve campaign optimisation discipline, testing maturity and delivery quality.
• Hands-on exposure to CRM campaign platforms such as SFDC/SFMC or equivalent, including understanding of campaign workflows, reporting dashboards and performance tracking.
• Experience collaborating with data engineering, analytics and technical teams to translate insights into actionable campaign improvement initiatives.
• Background in executing data-driven personalised customer journey programmes across lifecycle stages to enhance engagement and conversion.
• Experience working within integrated marketing ecosystems, coordinating cross-system dependencies impacting campaign delivery.
• Demonstrated ability to manage multiple concurrent initiatives in fast-paced, matrix organisational environments.

• Strong stakeholder communication capability with the ability to build trusted relationships across markets, functions and organisational levels.
• Solid understanding of audience segmentation, personalisation principles and performance optimisation drivers in CRM marketing.
• Structured analytical mindset with the ability to interpret campaign data and translate insights into practical optimisation actions.

• Delivery-focused and outcome-oriented approach, with resilience in managing competing priorities and evolving market demands.
• Ability to lead through influence in matrix environments, guiding specialists and cross-functional partners towards shared delivery objectives.
• Proactive problem-solver who anticipates risks and implements pragmatic mitigation strategies.
• High adaptability and openness to working in transformational or evolving organisational settings.
• Strong collaboration mindset combined with customer- and market-centric thinking.

Mercedes-Benz