Job Description
This role is categorized as HYBRID. This means the successful candidate is expected to report to GM - Warren 7000 Building three times per week, at minimum. This job may be eligible for relocation benefits.
As an assistant manager in the Lifecycle engagement team,
the Chevrolet Brand Customer Relationship Marketing Assistant Manager will interface as the lead for lifecycle marketing strategy and planning dedicated to the Chevrolet Sales, Service and Marketing Organization. This candidate will manage Chevrolet customer communications and services inclusive of thought leadership, audience management, content strategy integration, execution and measurement learning agendas.
As part of the Lifecycle marketing team, the focus will be on the performance of every customer interaction. From vision to strategy through execution, a successful candidate will have a passion for customer engagement, experience in cross-channel, outcome-based marketing, and an innovative spirit aimed at testing, learning and optimization. Core lifecycle strategies include customer acquisition, vehicle launch and owner engagement, with channel implementation across email, direct mail, SMS, in-app, in-vehicle, and 1:1 paid media.
This candidate should be able to use research, best practices, user behavior, customer insights to inform decisions and recommendations.
The ideal candidate will interact with the following to ensure deliverables and support strategic facilitating discussions and driving growth plans:
- Customer Engagement Team
- Sales
- Media
- Website
- Advertising/Marketing/Product
- Adjacencies (Accessories, My Rewards/GM Card, Customer Care and Aftersales, Global content Studio, etc)
- Sales Ops (Retail events and Incentives)
- Events and Promotions
- Digital Retail Platform Team
The ideal candidate will focus on the follow areas:
- Development of consumer-centric campaigns with tailored strategies for effective audience targeting and personalization and inclusive of full breadth of GM ecosystem product, service & experience offerings.
- Work across GM teams and channels to develop CRM plans that focuses on all phases of the vehicle journey (welcome, engage, reignite, retain, conquest) and ensure consistent messaging throughout the handraiser and owner experience.
- Serve as the CRM strategy and execution expert to the Chevrolet brand and advertising teams.
- Present recommendations and program results to the Chevrolet teams and leadership.
- Recommend testing opportunities based on insights and learnings.
- Provide recommendations and coordinate with media and owned channels to develop a unified customer journey for defined target audiences and cohort segments.
Provide knowledge and experience to the brand teams by pursuing the following:
- Gather and develop insights from available customer and owner data.
- Strategic audience management focused on personalization leveraging available owner data, research, and insights.
- Share best practices amongst brands and other GM partners.
- Partner with the Product and Customer Experience (CX) teams to identify upstream customer needs that drive product definition, value proposition, and target audience definition.
Manage Chevrolet owner, hand raiser, former owner and conquest communications by:
- Working with extended Customer engagement team to target these audiences, with the right messaging and follow up cadences to push down the funnel.
- Initiating and overseeing execution of CRM communications to fulfill Chevrolet’s conquest/retention/sales objectives.
- Champion Chevrolet materials to ensure that each piece is on target with the right message, right timing and right place across all CRM creative (Customer Engagement, CRM Retail, Owner Growth, Customer Sales Service Retention, etc.)
- Oversee the review of all creative, present creative materials to adjacencies and partners to solicit all feedback - receive, interpret and provide consolidated feedback to the agency
- Accountable to achieve High Value Behavior (HVBs) and sales targets
Additional Job Description
Role Qualifications:
- Bachelor's required, Business, Marketing, or related area preferred
- 5+ years of experience managing Customer Lifecycle Management /Customer Relationship Management including audience prioritization and business rules
- High level of interpersonal skills to work effectively with others, motivate co-workers, and elicit work output
- Flexibility to quickly modify strategy and execution to accommodate changing needs of the business
- Excellent time management skills – the ability to effectively and efficiently use your time to focus on the most impactful activities
- Extremely high level of analytical and problem-solving skills
- Ability to work well in a complex team environment
- Highly developed oral and written communications skills
- Ability to strategic think and execute, as well as organize and plan effectively
- Understanding of CRM’s role towards accomplishing overall business priorities
GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.
About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join Us
We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
Benefits Overview
The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
- Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
- Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
- Company and matching contributions to 401K savings plan to help you save for retirement;
- Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
- Tuition assistance and student loan refinancing;
- Discount on GM vehicles for you, your family and friends.
Diversity Information
General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.
Equal Employment Opportunity Statements
GM is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an individual's protected characteristics. For purposes of this policy, “protected characteristics" include an individual's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. If you need a reasonable accommodation to assist with your job search or application for employment, email us at
[email protected] or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
