Executive, Digital Customer Engagement

Mercedes-Benz Taiwan Ltd.

Mercedes-Benz Taiwan Ltd., Taipei

Job Type Full-time

Experience Mid-level

Posted 1 month ago

Mid-level Level

Tasks

Customer Communication & CRM

Plan and deliver customer communications across key Mercedes-Benz digital touchpoints.
Develop communication strategies for 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 optimize engagement performance.

Owner Benefits & Lifestyle Partnerships

Develop the owner benefits roadmap and create exclusive owner experiences.
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.

Customer Activation & Engagement Strategy

Localize global campaigns and develop market-relevant engagement initiatives.
Promote digital products, features and services to increase customer adoption.
Plan activation campaigns that improve product discovery, feature adoption and service usage.
Monitor campaign and engagement performance using data-driven insights.

Customer Insight & Lifecycle Optimization

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 initiatives that improve customer retention and Customer Lifetime Value.

Growth Strategy & Innovation

Develop loyalty program strategies and customer engagement initiatives.
Explore opportunities to increase customer activation and engagement.
Benchmark industry trends and digital best practices.
Recommend innovative engagement models that enhance the owner experience.

Cross-functional Collaboration

Coordinate internal and external stakeholders on project delivery.
Partner with Marketing, Product Management, Technology, Legal, eCommerce and external partners.
Collaborate with HQ teams to align global strategies, product roadmaps and local priorities.

Qualifications

Relevant experience may include CRM or customer lifecycle management, mobile app growth, digital product marketing, loyalty programs, partnership development, digital products, MarTech, customer journey design, or customer analytics and segmentation.

3+ years of relevant experience in CRM, customer lifecycle management, digital products, MarTech or related fields.
Experience with customer journey design and personalized communication.
Familiarity with CRM platforms, marketing automation and customer segmentation.
Strong analytical mindset and experience using customer data to drive decisions.
Ability to work cross-functionally with Product, Marketing, IT and external partners.
Excellent communication and project management skills.
Strong communication skills in both English and Mandarin.