Executive, Digital Customer Engagement

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, e Commerce and external partners to deliver seamless customer experiences.
• Collaborate with HQ teams to align global strategies, product roadmaps and local business priorities.

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 Mar Tech
• Customer Journey Design
• Customer Analytics & Segmentation

Preferred Qualifications:

• 3+ years of relevant experience in CRM, customer lifecycle management, digital products, Mar Tech 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.