Owner Loyalty, Director

The Director, Owner Loyalty, plays a critical leadership role in driving Stellantis North America's owner retention, lifecycle engagement, dealer activation, and loyalty-based profitable growth agenda. This role is responsible for developing and executing strategies that increase repeat purchase behavior, reduce customer defection, strengthen owner communications, and improve lifetime customer value across the ownership lifecycle.

The successful candidate will partner closely with Sales, Brand Marketing, Dealer Network Development, Customer Experience, Mopar, Field Operations, Digital & Information Technology, Finance, and executive stakeholders to translate owner loyalty strategy into measurable programs, dealer-facing activation plans, performance dashboards, and business outcomes. This individual will help build a disciplined loyalty operating model while maintaining a strong focus on customer engagement, dealer execution, and commercial impact.

Key Responsibilities

Owner Loyalty Strategy

• Lead development of the North America owner loyalty strategy across brands, customer segments, lifecycle stages, and dealer touchpoints.
• Create loyalty frameworks that support customer retention, repeat purchase, service retention, referral generation, and long-term customer value.
• Establish governance processes to prioritize loyalty initiatives, track execution, and align leadership on owner retention priorities.
• Translate customer insights, sales performance, service behavior, and defection trends into actionable loyalty strategies.
• Coordinate cross-functional reviews and executive updates on owner loyalty progress, opportunities, risks, and performance outcomes.

Lifecycle Engagement & Communications

• Develop owner lifecycle communication strategies covering onboarding, service, repurchase, win-back, advocacy, and ongoing relationship management.
• Improve the relevance, cadence, personalization, and effectiveness of owner communications across channels.
• Partner with CRM, digital, brand, dealer, and customer experience teams to deliver coordinated owner journeys.
• Identify opportunities to increase owner engagement through proactive, valuable, and timely communications.
• Ensure owner communication strategies support customer experience goals while driving measurable sales and service outcomes.

Dealer Activation & Field Execution

• Develop dealer-facing loyalty activation playbooks, training materials, operating routines, and field execution frameworks.
• Support dealer adoption of owner cultivation, service-to-sales, retention, and loyalty programs.
• Partner with field teams to identify dealer execution barriers and scale effective loyalty practices.
• Provide practical tools that help dealers convert owner engagement into sales, service, and customer experience growth.
• Monitor dealer participation, activation consistency, and field feedback to guide program improvements.

Analytics, Performance & Value Tracking

• Establish loyalty scorecards, KPI dashboards, and reporting mechanisms to track retention, engagement, dealer activation, and business impact.
• Partner with Finance and analytics teams to connect loyalty activity to sales retention, service retention, and profitability outcomes.
• Develop segmentation, targeting, lifecycle analytics, and campaign effectiveness measurement routines.
• Synthesize customer and business data into executive-ready insights, recommendations, and course-correction actions.
• Ensure leadership teams have clear visibility into accomplishments, risks, value realization opportunities, and next-step priorities.

Transformation & Continuous Improvement

• Lead modernization of owner loyalty processes, governance routines, data capabilities, and operating model standards.
• Champion the Stellantis Owner Loyalty & Lifecycle Engagement operating model across functions and dealer-facing teams.
• Apply continuous improvement discipline to improve program effectiveness, decision-making, and execution speed.
• Promote adoption of automation, personalization, advanced analytics, and AI-enabled insights where appropriate.
• Drive a culture of accountability, customer focus, collaboration, and measurable business impact.

Key Deliverables

• Owner loyalty strategy roadmap and execution plan
• Lifecycle communication strategy and contact framework
• Dealer activation playbooks, training content, and field execution guides
• Owner loyalty KPI dashboards and executive scorecards
• Retention, defection, repeat purchase, and service-to-sales performance reporting
• Governance calendar, action logs, decision documentation, and executive updates
• Cross-functional implementation plans for loyalty initiatives

Basic Qualifications

• Bachelor's degree in Business, Marketing, Communications, Analytics, Finance, Automotive Management, or related field.
• 10+ years of experience in automotive, customer experience, CRM, sales operations, marketing, dealer network, or commercial strategy.
• Demonstrated experience leading complex, cross-functional initiatives that require coordination across business, field, dealer, and executive stakeholders.
• Strong understanding of dealer operations, customer lifecycle management, owner communications, sales retention, and service retention.
• Strong analytical and problem-solving skills with the ability to translate customer and business data into actionable insights.
• Exceptional organizational, stakeholder management, and executive communication capabilities.
• Strong written and verbal communication skills with executive-level presence.

• Automotive OEM, retail, commercial, dealership, CRM, or loyalty program experience.
• Experience supporting transformation, performance improvement, customer lifecycle, or value creation programs.
• Knowledge of loyalty metrics, defection reduction, service retention, parts revenue, incentives, customer experience, and sales operations.
• Familiarity with customer segmentation, personalization, campaign analytics, digital engagement, and marketing technology platforms.
• PMP, Lean Six Sigma, customer experience, analytics, or equivalent professional certification.

The Director, Owner Loyalty, plays a critical leadership role in driving Stellantis North America's owner retention, lifecycle engagement, dealer activation, and loyalty-based profitable growth agenda. This role is responsible for developing and executing strategies that increase repeat purchase behavior, reduce customer defection, strengthen owner communications, and improve lifetime customer value across the ownership lifecycle.

The successful candidate will partner closely with Sales, Brand Marketing, Dealer Network Development, Customer Experience, Mopar, Field Operations, Digital & Information Technology, Finance, and executive stakeholders to translate owner loyalty strategy into measurable programs, dealer-facing activation plans, performance dashboards, and business outcomes. This individual will help build a disciplined loyalty operating model while maintaining a strong focus on customer engagement, dealer execution, and commercial impact.

Key Responsibilities

Owner Loyalty Strategy

• Lead development of the North America owner loyalty strategy across brands, customer segments, lifecycle stages, and dealer touchpoints.
• Create loyalty frameworks that support customer retention, repeat purchase, service retention, referral generation, and long-term customer value.
• Establish governance processes to prioritize loyalty initiatives, track execution, and align leadership on owner retention priorities.
• Translate customer insights, sales performance, service behavior, and defection trends into actionable loyalty strategies.
• Coordinate cross-functional reviews and executive updates on owner loyalty progress, opportunities, risks, and performance outcomes.

Lifecycle Engagement & Communications

• Develop owner lifecycle communication strategies covering onboarding, service, repurchase, win-back, advocacy, and ongoing relationship management.
• Improve the relevance, cadence, personalization, and effectiveness of owner communications across channels.
• Partner with CRM, digital, brand, dealer, and customer experience teams to deliver coordinated owner journeys.
• Identify opportunities to increase owner engagement through proactive, valuable, and timely communications.
• Ensure owner communication strategies support customer experience goals while driving measurable sales and service outcomes.

Dealer Activation & Field Execution

• Develop dealer-facing loyalty activation playbooks, training materials, operating routines, and field execution frameworks.
• Support dealer adoption of owner cultivation, service-to-sales, retention, and loyalty programs.
• Partner with field teams to identify dealer execution barriers and scale effective loyalty practices.
• Provide practical tools that help dealers convert owner engagement into sales, service, and customer experience growth.
• Monitor dealer participation, activation consistency, and field feedback to guide program improvements.

Analytics, Performance & Value Tracking

• Establish loyalty scorecards, KPI dashboards, and reporting mechanisms to track retention, engagement, dealer activation, and business impact.
• Partner with Finance and analytics teams to connect loyalty activity to sales retention, service retention, and profitability outcomes.
• Develop segmentation, targeting, lifecycle analytics, and campaign effectiveness measurement routines.
• Synthesize customer and business data into executive-ready insights, recommendations, and course-correction actions.
• Ensure leadership teams have clear visibility into accomplishments, risks, value realization opportunities, and next-step priorities.

Transformation & Continuous Improvement

• Lead modernization of owner loyalty processes, governance routines, data capabilities, and operating model standards.
• Champion the Stellantis Owner Loyalty & Lifecycle Engagement operating model across functions and dealer-facing teams.
• Apply continuous improvement discipline to improve program effectiveness, decision-making, and execution speed.
• Promote adoption of automation, personalization, advanced analytics, and AI-enabled insights where appropriate.
• Drive a culture of accountability, customer focus, collaboration, and measurable business impact.

Key Deliverables

• Owner loyalty strategy roadmap and execution plan
• Lifecycle communication strategy and contact framework
• Dealer activation playbooks, training content, and field execution guides
• Owner loyalty KPI dashboards and executive scorecards
• Retention, defection, repeat purchase, and service-to-sales performance reporting
• Governance calendar, action logs, decision documentation, and executive updates
• Cross-functional implementation plans for loyalty initiatives