Sr. Analyst - Toyota Guest Experience

Overview

We are a collaborative and respectful organization looking for a National Marketing & Promotions Senior Analyst to lead customer retention strategy and service marketing promotions. The role focuses on increasing customer retention, repeat engagement, and lifetime value through targeted lifecycle marketing, promotional planning, customer segmentation, and cross‑functional campaign execution.

• Coordinate 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.
• Manage Toyota’s National Customer‑Facing Service Promotions calendar and programs in partnership with the ICX Parts Sales Team, Field Teams, and Dealer Body.
• Analyze business results of promotions, identify opportunities, and develop enhancements for future promotions.
• Refine service promotions and retention strategy when needed to focus on business outcomes.
• Use A/B testing and experimentation methods to improve retention messaging, offers, timing, and channel mix.
• 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.
• Collaborate with agency partners in development of creative assets used to communicate national service promotions.
• Ensure all retention and promotional activities align with brand standards and compliance requirements.
• Partner with product, service, sales, analytics, and creative teams to align retention initiatives with business goals.
• Collaborate closely with key stakeholders in the Aftersales department and across TMNA and regions to coordinate marketing efforts at Tier 2 and Tier 3 levels.
• Manage overall marketing spend for Parts & Service Marketing and suggest optimizations and new efficiencies.

• 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 manage and prioritize multiple projects and timelines.
• Experience in customer segmentation, journey mapping, and campaign measurement.
• Strong communication skills with the ability to concisely convey marketing or technical concepts to non‑technical audiences.
• Analytical proficiency and ability to turn data findings into actionable plans.
• Excellent 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.
• Proficiency in PowerBI, Tableau, and/or Excel for storytelling and action planning.
• Optional:
  Experience in service‑based marketing, subscription, automotive, retail, or consumer‑facing industries.
• Optional:
  Familiarity with customer data platforms, loyalty programs, and personalization strategies.
• Optional:
  Knowledge of email, SMS, paid media retargeting, and multi‑channel orchestration.

• 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.

• Comprehensive health care and wellness plans for the employee and dependents.
• 401(k) savings plan with company match and annual contribution.
• Paid holidays and paid time off.
• Work environment built on teamwork, flexibility, and respect.
• Professional growth and development programs, including tuition reimbursement.
• Vehicle purchase discount and lease vehicle program for team members.
• Referral services related to prenatal services, adoption, childcare, schools, and more.
• Tax‑advantaged accounts (HSA, FSA, dependent care FSA).

Applicants are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity, age, disability, religion, veteran or military status, or any other characteristic protected by law.