Global CRM Product Manager - Omnichannel Personalization

Product Manager Global CRM 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…