Executive, Digital Customer Engagement

Aufgaben Customer Communication & CRM Plan and deliver customer communications that enhance engagement across key Mercedes-Benz digital touchpoints. Develop communication strategies across multiple Mercedes-Benz digital channels, including websites, mobile apps, Salesforce Marketing Cloud, Digital Extras and in-car digital experiences.

Design personalized customer journeys using rule-based, trigger-based and behavioral communications. Plan and manage communication calendars, CRM content and campaign assets. Monitor communication effectiveness and continuously optimize engagement performance. Owner Benefits & Lifestyle Partnerships Create meaningful owner exclusive experiences beyond vehicle ownership.

Develop and manage the owner benefits roadmap. Identify and establish strategic lifestyle partnerships. Manage partner relationships and end-to-end benefit operations. Plan benefit communication strategies to maximize customer awareness and utilization. Continuously enhance owner value through exclusive benefits and premium experiences.

Customer Activation & Engagement Strategy Drive customer adoption through engaging content and digital experiences.

• Localize global campaigns and develop market-relevant engagement initiatives.
• Promote digital products, features and services to increase customer adoption and engagement.
• Plan activation campaigns that improve product discovery, feature adoption and service usage.
• Monitor campaign and engagement performance, continuously optimizing customer interactions through data-driven insights. Customer Insight & Lifecycle Optimization Turn customer data into actionable business insights. Monitor customer engagement, activation and behavioral performance. Analyze feature adoption, digital usage and customer trends. Develop customer segmentation models to support personalized engagement. Identify lifecycle opportunities and optimize customer journeys. Recommend data-driven initiatives that improve customer retention and Customer Lifetime Value (CLV). Growth Strategy & Innovation Identify new opportunities to accelerate customer growth. Develop loyalty program strategies and customer engagement initiatives. Explore new opportunities to increase customer activation and engagement. Benchmark industry trends and digital best practices. Recommend innovative engagement models that enhance the owner experience. Support future growth initiatives across Mercedes-Benz digital platforms. Cross-functional Collaboration Work collaboratively across business and technology teams to deliver integrated customer experiences. Act as a central coordinator to align internal and external stakeholders on project delivery. Partner closely with Marketing, Product Management, Technology, Legal, eCommerce and external partners to deliver seamless customer experiences. Collaborate with HQ teams to align global strategies, product roadmaps and local business priorities. Qualifikationen Who We're Looking For We're looking for someone who is passionate about creating exceptional digital customer experiences and believes technology, data and customer insights can drive long-term business value. You may be a great fit if you have experience in: CRM or Customer Lifecycle Management Mobile App Growth or Digital Product Marketing Loyalty Programs or Membership Strategy Partnership Development Digital Products or MarTech Customer Journey Design Customer Analytics & Segmentation Preferred Qualifications 3+ years of relevant experience in CRM, customer lifecycle management, digital products, MarTech or related fields, with experience in mobile apps or digital platforms preferred. Experience with customer journey design and personalized communication Familiarity with CRM platforms, marketing automation and customer segmentation. Strong analytical mindset with experience using customer data to drive decisions. Comfortable working cross-functionally with Product, Marketing, IT and external partners. Excellent communication and project management skills. Strong communication skills in both English and Mandarin.