Sr. Analyst - Toyota Guest Experience

Overview

Who we are

Toyota does not offer support or sponsorship of job applicants for employment-based visas or any other work authorization for this role now or in the future. You must have the right to work in the United States and not require Toyota support or sponsorship for immigration-related employment (e.g., H-1B, O-1, E-3, H-1B1, TN, F-1 OPT, F-1 STEM OPT, F-1 CPT, TN, (job flexibility benefits) (also known as I-140 or Adjustment of Status portability), etc.) now or in the future. You should not apply for this role if you will require Toyota to assist with immigration support or sponsorship now or in the future.

Who we’re looking for

We are seeking a results-driven National Marketing & Promotions  Senior Analyst to lead customer retention strategy and service marketing promotions strategy.

This role is responsible for increasing customer retention, repeat engagement, and lifetime value through targeted lifecycle marketing, promotional planning, customer segmentation, and cross-functional campaign execution.

The ideal candidate combines strategic thinking with strong analytical skills and experience in developing programs that drive repeat business and long-term customer relationships.

What you’ll be doing

Coordinating the strategy, creative asset development, execution, and performance analysis of national service promotions (40%):

• Develop and execute retention marketing strategies to improve customer loyalty, repeat purchase behavior, and customer lifetime value.

• Develop, manage, and optimize Toyota’s National Customer-Facing Service Promotions calendar and programs annually in close partnership with the ICX Parts Sales Team, Field Teams, and Dealer Body.

• Analyze the business results of these promotions and develop enhancements for future promotions accordingly. Refine future service promotions and retentions strategy when needed to further focus on business outcomes. Analyze campaign performance, customer behavior, churn trends, and ROI to identify opportunities.

• Use A/B testing and other experimentation methods to improve retention messaging, offers, timing, and channel mix.

• Lead service marketing promotions strategy, including planning, development, and performance analysis of promotional campaigns.

• Design and optimize customer lifecycle journeys across email, SMS, direct mail, display, broadcast, social media, SEM, and other channels.

• Segment customers based on behavior, lifecycle stage, purchase history, and engagement to deliver relevant and personalized communications.

• Manage promotional calendars and offer strategy, testing plans, and campaign execution for service-related marketing programs.

• Monitor competitive trends and market conditions to inform service promotion strategy.

• Present insights, recommendations, and performance updates to leadership and key stakeholders.

Managing agency partners in the development of creative assets used to communicate national service promotions, including digital, social, SEM, and online video (30%):

• Create agency briefs for all national promotions.

• Ensure all retention and promotional activities are aligned with brand standards and compliance requirements.

• Review, offer thoughtful feedback on (in consideration of business objectives), and approve promotional assets within key milestones/campaign deadlines.

• Partner with product, service, sales, analytics, and creative teams to align retention initiatives with business goals.

Collaborating closely with key stakeholders both in the Aftersales department as well as across TMNA and regions to ensure alignment in marketing messages and communications (20%):

• Closely partner with our region and PD teams to coordinate marketing efforts at the Tier 2 level and with dealers at the Tier 3 level.

Effectively managing campaign/program budgets internally and with external agency partners (10%):

• Manage overall Marketing Spend for Parts & Service Marketing and suggest optimizations and new efficiencies wherever possible.

Success Metrics:

• Increase in customer retention rate

• Growth in repeat purchase or service visit freq