Career Area:
Marketing / Sales / Product Support
Job Description:
At Caterpillar, we work to help our customers build a better world. Without our team of talented, bright, and driven individuals, we wouldn't be the Caterpillar we are today. Now, this is your chance to join our team and do work that matters. We want you to help us enable customer success, make progress possible around the world and help our communities grow and thrive.
Global Rental, Service & Marketing (GRSM) is a part of the Services, Distribution & Digital (SD&D) segment. GRSM is comprised of Global Rental & Used Equipment Services, Global Service and Global Marketing & Brand. A primary role of GRSM is to support and enhance Caterpillar's dealer network, which is a competitive strength and the critical way in which we serve our customers.
Customer Experience (CX) is about considering our customers' perspectives in everything we do and the business decisions we make, with the objective of ensuring a mutually beneficial relationship. The Integrated Consumer Experience team (ICX) is a newly formed team for Caterpillar and one that is responsible for implementing global Caterpillar-wide approaches to drive loyalty, retention and meaningful interactions throughout the customer journey.
We are looking for a talented and passionate team member that will help influence and support the right strategies and business practices to enhance Caterpillar's reputation and strengthen its relationships with our customers. Members of the ICX team ensure that digital and physical experiences adhere to brand standards and support optimal customer contacts, acquisitions, journeys, and Caterpillar's revenue generation objectives.
The Role: International Customer Experience Rewards Manager
Cat Vantage Rewards is Caterpillar's new Loyalty Rewards program. This program is enterprise-wide and works closely with our Caterpillar Dealer network to market, convert and develop awareness to Caterpillar customers. This role will support the customer experience strategy for the enterprise to ensure the brand mission comes to life in the hearts and minds of Caterpillar customers.
This new program unifies our customers' rewards experience and enables them to earn reward points based on spend. Cat Vantage Points can be redeemed for Cat Credits to be used towards future qualifying purchases of Cat parts, service, rentals, and more.
Cat Vantage launched in the US and Canada in 2023, and we will be expanding globally. We are looking for a Marketing specialist that has experience in the following:
Gather research on international markets, including customer expectations, dealer support and local rules and regulations.
Supports international loyalty program strategy, lifecycle marketing and Go To Market (GTM) strategy.
Works with enterprise business to understand market growth, legal and compliance considerations, and technical feasibility, to develop an international expansion roadmap.
Coordinate across business and dealer partner teams to manage expectations and delivery of the roadmap and key milestones, as it relates to the expansion of Cat Vantage Rewards into select countries or regions.
Point person to lead training materials and reporting for Customer Service, dealer leadership, dealer network and internal Caterpillar employees to enable those groups to promote and support the loyalty program.
Collaborate with Finance and enterprise strategy teams to support stage-gate and ROI requirements.
Work with Marketing and brand Loyalty leader to establish and achieve an annual loyalty operating plan, including Cat Vantage member growth and revenue targets.
Key Skills:
Collaboration: Partner with cross-functional groups to build and recommend feasible campaign and program test and learn plans. Influence across a broad and dynamic organization.
Innovation: Ability to leverage platforms and innovations to create distinctive, international and global customer experiences.
Communications: Clearly convey thoughts and listen to others.
Problem-solving: Studying issues in the customer experience and identifying solutions to ensure that customers are satisfied with the Cat brand from the moment they show interest to well after purchase.
Insights generation: Conducting research is an essential part of understanding customers, important to gather feedback and determine how to apply to support decisions and goals.
Execution: Strong project management abilities.
Basic Requirements:
Bachelor's degree in marketing, communications or business preferred
5+ years of marketing experience in a large, matrixed organization
3+ years supporting or participating in customer experience (CX) transformation initiatives and data analytics
Must be willing to travel up to 25% of working time (both domestic and international travel)
Top Candidates will also have:
Knowledge of CX fundamentals.
Certifications or trainings in CX best-practices.
Experience in design and execution of market / customer / behavioral research including both qualitative and quantitative.
Experience leading customer journey processes (customer retention, customer service, reporting, etc.) across multiple industries such as automotive, retail, CPG, and hospitality.
Strong customer focus and ability to incorporate feedback / input from multiple sources.
Exceptional organization, project management and change management success.
Experience developing and deploying new insights methods or capability.
Experience communicating with others in different levels of the organization, including senior leadership and stakeholders.
Additional Information :
This posting will expire at 11:59pm CST on Thursday, July 20th.
This position can be located in Peoria, IL or Chicago, IL. Remote work may be considered for the right candidate.
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.
There's more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar.
Our culture, like everything at our company, is made possible by each employee's contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we've built.
