JOB DESCRIPTION:

CISD Customer Loyalty Program Manager

The CISD (Construction Industries Services Division) Customer Loyalty Program Manager is responsible for the strategy development and the execution of the enterprise-wide post-purchase nurture program and digital product content experience. 

JOB DUTIES: 

The Customer Loyalty Program Manager will be the enterprise lead on the development and execution of the post purchase nurture program and digital product content experience (Cat Owners Club).  The incumbent will need to work across the matrix to ensure alignment to achieve the long-term strategy of the program.  Key business partners for this role will be the BCP(Building Construction Products), GCI(Global Construction & Infrastructure), CISD Core, Cat Finance, GRUES(Global Rental & Used Equipment), and Cat Digital teams. This role will need to define and document the long-term strategy for the program and be the project owner for the execution of all workstreams involved in achieving that end goal.  This work will include managing the program budget and any external vendor support needed.  Ongoing communication with all stakeholders and with the field/dealers will be a critical responsibility.  The incumbent will also need to ensure alignment/integration with other critical enterprise programs such as Cat Rewards and Cat App.   While driving customer enrollment is a critical step for success of this program, this role will also be defining the overall KPIs for the program that include improving customer loyalty and increased sales conversion from the enrolled customers.

This role will have the following detailed responsibilities:
•    Define and document the long-term strategy for the program
•    Maintain regular stakeholder communications to ensure cross BU alignment
•    Prioritize and execute 10 pre-defined workstreams to achieve short, and long-term strategy
•    Manage external vendors that support program
•    Manage over-arching project plan and governance
•    Manage program funding/budget ($1-$2M annually)
•    Ensure alignment with other critical programs (Cat Rewards, Cat App, etc.)
•    Own dealer/field communications and engagement
•    Own global dealer expansion plan (47 participating dealers expanded to Global Solution)
•    Define and measure KPIs for short and long-term success of the program

     Grow retail customer enrollment by 4X (12K machines annually to 50k)

Basic Requirements:
•    Bachelor’s degree (preferably in Marketing / Business) from an accredited college or university
•    Minimum 8 years of progressive experience; preferably in the marketing field and/or campaign management 
 •    Understanding of Aftermarket parts and services offerings and Construction Industries product applications 

Top Candidates Will Also Have:

•    Experience in Project management (Ex:  Six Sigma BB)

•    Background in Customer Experience strategy development
•    Strong ability to engage with all levels of the organization and navigate the matrix to motivate and enable behavioral changes internally and externally.
•    Field experience or extensive experience working with the dealer network
•    Excellent communication, presentation, and interpersonal skills; Demonstrated ability to communicate complex concepts clearly and persuasively based on the audience.
•    Ability to Create behavioral changes in organizations and motivating others inside and outside the Caterpillar to improve performance.
•    Ability to work independently and deliver results

Additional Information:

• Locations for this role are Peoria, IL; Cary, NC; or Chicago, IL located at the CAT facility
• Relocation assistance is provided for this role to Peoria, Cary or Chicago office locations
• Travel will be 10-25% 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

Relocation is available for this position.

Visa sponsorship available for eligible applicants.

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