Retail Customer Activation Manager

Description

Career Area:

Job Description:

Retail Customer Activation Manager 

Are you passionate about customer success?

Caterpillar provides services to our customers far beyond the initial equipment sale. We leverage connected equipment and our decades of application expertise to enhance customer performance. Caterpillar's Construction Industries Services Division (CISD) exists to support enterprise efforts to deliver value-added services to customers. By enhancing customer value,

Caterpillar and our dealers create the opportunity to profitably grow our businesses while reducing the impact of market cycles.

Services is where we are investing our time, talent and money because they drive value for our customers, our company and our dealers. If you have a passion for helping customers succeed and want to be part of growing services, now is a great time to join CISD. 

JOB PURPOSE: 

This position will be responsible to lead Caterpillar’s Retail Aftermarket Customer Activation strategy and to grow Retail parts sales globally. The Retail Customer Activation Manager is responsible for leveraging our digital and physical channels to increase both digital and physical channel effectiveness and provide a best in class Retail Customer Experience. This includes driving qualified traffic to our website through search engine marketing (SEM), retargeting, display, and organic search as well as managing our promotional campaigns and nurturing strategies through all channels. Additionally, the Retail Customer Activation Manager will take lead in developing and managing our strategic partnerships with 3rd party service providers in order to increase Retail customer touch-points for our established channels and the development and implementation of new opportunities.

This position requires a dedication to being data-driven, ROI-focused, and strategic. And, as the Retail landscape changes rapidly, the incumbent will need to remain connected and informed about industry trends and be entrepreneurial in pursuit of new opportunities to drive brand performance, acquisition, retention, and revenue optimization.

 JOB DUTIES:

• Provide leadership and managerial direction to a team of marketing professionals responsible for customer activation via eCommerce platforms, Inside Sales Rep (ISR)/OTC touch-points, loyalty programs and 3rd party strategic partnerships.
• Identify critical customer and business requirements for eCommerce solutions within regions globally and partner with Digital Product Experience Team to drive clarity and prioritization with Cat Digital.
• Work closely with Brand team to build online brand presence and social media strategy for eCommerce.
• Evolve marketing strategies to increase effectiveness of eCommerce campaigns.
• Optimize content in digital marketing channels to create a positive customer experience.
• Leverage data analytics to understand opportunities and refine online approach.

• Act as thought leader and subject matter expert in eCommerce educating teams on best practices and emerging opportunities.
• Work closely with Brand and Dealer Distribution Services (DSD) teams to ensure Inside Sales Rep (ISR/OTC) channel advancement and activation.
• Evolve existing loyalty programs with support from key partners including Building Construction Products (BCP), Global Construction & Infrastructure (GCI), Cat Fi and Brand to ensure we are providing a consistent experience for Retail customers across Cat Owner’s Club, All Access Pass, Cat Rewards and the Cat Card.
• Partner with Cat Global Service, (DSDs) and Machine Business Division (MBD) partners to establish a clear strategy for 3rd party strategic partnerships in target markets to increase Retail customer touchpoints.
• Responsible for coaching personnel, performance evaluations and development of team.

Basic Requirements:

• 4-year college or university degree
• 10 years of progressive responsibility and Digital, Marketing or eCommerce experience including exposure to Operations involving distribution channels
• 5 years supervisory experience

Top Candidates Will Also Have:

• Master’s Degree
• Knowledge of strategy development and business opportunity creation
• Expertise in building an online brand presence and customer experience
• Deep knowledge of industry trends, research-based customer insights and eCommerce solutions 
• Experience working in time-compressed, highly dynamic and potentially ambiguous situations to develop innovative, impactful solutions and achieve milestones and deliverables
• Proven ability to operate successfully in a collaborative, global, matrix organization
• Excellent communication, negotiation, influencing, and interpersonal skills to successfully achieve goals across functions in an organization 
• Understanding how to manage the priorities of multiple stakeholders in a complex environment and focus on the delivery of results
• Work effectively in fast paced environment

Additional Information:

• Locations for this role will be Chicago, IL or Peoria, IL
• Relocation assistance is provided for this role.
• Travel can be up to 25% for this role

Employee benefit details

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just an hourly wage, because we value your performance, we offer a total rewards package that provides day one benefits (medical, dental, vision, RX, and 401K) along with the potential of a monthly bonus.

Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

Final details

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.Caterpillar.com/Careers

EEO/AA Employer.  All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

EEO/AA Employer.  All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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