OEM Program Director - Customer Lifecycle Management
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Business
CRM Systems & Management, Client Relationship Management
Job Description & How to Apply Below
All Jobs > OEM Program Director
- Customer Lifecycle Management
OEM Program Director
- Customer Lifecycle Management
Fully Remote
• Remote Worker - Field Position
• OEM / Enterprise
Full-time
Description
OEM Program Director- Customer Lifecycle Management Remote
- Detroit | Starting at $125,000+ Annually
Team Velocity’s OEM Enterprise Team is seeking an experienced Program Director to lead a customer lifecycle management (CLM) program for a major Detroit-based automotive manufacturer. You will serve as the product and business owner for a dedicated sales and service retention product set, accountable for program strategy, client alignment, execution, and measurable business results.
You will work directly with OEM stakeholders to translate business goals into product requirements and lead internal teams in delivering personalized, data-driven communications from vehicle acquisition through ownership, service, and repurchase. This role requires direct experience leading automotive sales and service retention programs and the ability to connect client strategy with product development and dealer performance.
This is a full-time, salaried, remote field position. Candidates must be located within the continental U.S., eastern or central time zones, highly preferred. Detroit metro area candidates, strongly preferred. Weekly travel to the Detroit metro area is required.
RESPONSIBILITIES Product Ownership and Client Leadership- Own Program Strategy: Serve as the product and business owner for the CLM program. Define priorities, maintain the program roadmap, and align enhancements with OEM objectives, dealer needs, and business performance.
- Lead the Client Relationship: Serve as the primary program contact and strategic advisor. Lead planning sessions and business reviews, communicate decisions and risks, and build trusted relationships through regular Detroit meetings.
- Develop Business Requirements: Lead discovery directly with the client and designated program liaisons. Translate needs into documented business requirements, use cases, business rules, and acceptance criteria for internal product, technology, data, and operations teams.
- Guide Product Delivery: Prioritize the program backlog with product and development teams. Resolve scope and timing changes, manage change requests, client approvals, and launch readiness.
- Design Lifecycle Communications: Assist in development and ongoing management of customer- and lifecycle journeys spanning acquisition, first service, ongoing maintenance, lapsed-customer win-back, and repurchase. Define triggers, offers, timing, and contact frequency across the ownership lifecycle.
- Coordinate Channel Strategy: Guide integrated email, SMS, direct mail, social, and phone communications across approved channels. Align dealer campaigns with national OEM messaging, contact limits, consent, and channel preferences to reduce overlap and customer fatigue.
- Apply Data and Insights: Partner with data and analytics teams to combine OEM, dealer, and approved partner data for audience segmentation, personalization, and predictive modeling.
- Measure Business Outcomes: Align with the client on KPIs and attribution. Translate reporting on service retention, repeat purchases, dealer participation, campaign effectiveness, and ROI into recommendations and ongoing optimization.
- Lead Cross Functional Execution: Coordinate product, technology, data, creative, production, analytics, and dealer support teams. Manage deliverables, dependencies, quality assurance, and timelines across core packages, optional features, and campaigns.
- Support Dealer Adoption: Partner with the OEM on enrollment and re-enrollment initiatives.…
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