OEM Program Director - Customer Lifecycle Management

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.

Customer Lifecycle Strategy and Performance

• 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.

Program Operations and Team Leadership

• 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. Oversee program education, marketing materials, training, dealer-facing tools, and consultation that help dealers use the program and improve results.
• Manage Business Performance: Monitor program budgets, delivery costs, and performance against agreed scope with leadership and finance. Build business cases for enhancements and identify opportunities to increase adoption and program value.
• Maintain Program Governance: Coordinate with compliance, privacy, and security teams to meet OEM brand and program requirements. Ensure approved data use, consent handling, audience governance, and required data sharing are built into delivery processes.
• Develop the Team and Resolve Issues: Manage and mentor assigned program managers and coordinators. Set clear ownership and operating routines, lead escalations, and drive corrective actions that protect delivery quality and client confidence.

REQUIREMENTS

• Bachelor’s degree in business, marketing, or a related field.
• Minimum of 5-7 years’ professional experience in automotive marketing, OEM program management, or automotive marketing technology, including direct responsibility for a customer lifecycle, CRM, or owner loyalty program.
• Previous experience leading both automotive sales retention and service retention initiatives is required, with demonstrated results in customer loyalty, repeat purchases, service visits, or dealer program performance.
• Demonstrated product or business ownership experience, including developing client business requirements, prioritizing enhancements, and guiding cross-functional delivery through launch.
• Strong understanding of dealership sales and fixed operations, the vehicle ownership lifecycle, and the relationship between OEM national marketing and dealer-level execution. Experience with OEM-sponsored dealer programs is highly preferred.
• Working knowledge of automated lifecycle journeys, multi-channel campaigns, dealer management system (DMS) and CRM data, audience segmentation, consent and preference management, and performance measurement.
• Proven ability to lead senior client relationships, present recommendations clearly, manage competing priorities, and hold internal teams accountable for delivery. Experience managing and developing team members is highly preferred.
• Proficiency in Excel and PowerPoint, including analyzing program data and creating executive presentations.
• Ability to travel monthly to the Detroit metro area.

Attributes for Success

• Ownership: You take responsibility for outcomes, make informed decisions, and follow through on commitments.
• Commercial Judgment: You balance client priorities, dealer value, product capabilities, and the economics of program delivery.
• Analytical Thinking: You turn performance data and customer insights into practical improvements.
• Collaborative Leadership: You build alignment across teams while staying close to the details that determine execution quality.

COMPENSATION

Competitive compensation commensurate with experience starting at $125K+ with annual bonus opportunity, as well as company benefit offerings including medical, dental, vision, 401(k)/matching, paid leave, wellness, and more.

NEXT STEPS

If you are interested in this position and would like to be considered, please complete the online application and upload a current resume. Please highlight your experience leading automotive sales and service retention programs and owning client requirements or product enhancements. No phone calls, please.

ABOUT TEAM VELOCITY

Team Velocity is a SaaS technology provider serving the automotive industry. We provide an omni-channel marketing automation platform and retailing solutions to OEMs and dealerships nationwide. We are revolutionizing the automotive industry with cutting-edge technology to help dealers sell and service more cars. Made by dealers for dealers, Team Velocity’s proprietary technology platform Apollo® analyzes consumer behavior to predict who will buy, what they will buy, and when they are ready to service. Apollo automates the entire communication process by delivering hyper-personalized campaigns across every touchpoint, maximizing ROI, and lifetime revenue.

Our vision is to serve our clients with a single technology platform that empowers them to execute intelligent marketing across every online and offline channel. We aim to deliver a frictionless consumer experience, from the initial engagement to a final transaction.

Our team members are hard-working and driven to achieve success for our clients and our unique culture promotes creativity, camaraderie, and success.