Assistant Manager, Retail CRM

Job Description

Were looking for a visionary yet hands-on Assistant Manager Retail CRM to shape and drive the future of customer engagement across GMs iconic portfolio of brands. This role sits at the intersection of strategic innovation and operational excellenceleading the development of retail CRM strategies for select brands while overseeing the execution of high-impact programs that span the full vehicle lifecycle. Youll be responsible for architecting CRM journeys that deepen customer relationships enhance personalization and drive loyaltyfrom end-of-lease transitions to build-to-order experiences. Youll partner cross-functionally with brand product retail and technology teams to ensure CRM initiatives are not only bold in vision but flawless in delivery.

Key Duties and Responsibilities:

• Program Management & Execution: Interface as the lead subject matter expert dedicated to developing coordinating and executing key retail journeys and select retail programs providing knowledge and experience to partners. Retail initiatives may include current open offers or private offers for retention and conquest audiences.
  
• Strategy Lead: Drive the development of future strategy and direction of programs by developing an annual business and enhancement plan that supports divisional and lifecycle marketing goals and objectives. Provide brands flexibility with decisioning while maintaining control of the overall process and final product.

• Cross-Functional Collaboration: Cultivate and manage strong relationships with all brands and business partners acting as a liaison between groups. Ensure communication initiatives support overarching brand retail and lifecycle marketing objectives. Partners include:
  • Customer Engagement
  • Divisional Retail Teams
  • Marketing
  • Product Marketing
  • Legal/Privacy
  • Marketing Applied Sciences
  • GM Research
  • Growth Brands (GM Financial GM Energy Accessories GM Card GM Rewards etc.)
  • Agency Partners

• Process and Timeline Management: Work across all teams to ensure project timelines deliverables and workflow processes including client testing and reviews are aligned and on-time.
• Agency Partnership & Optimization: Partner with agency of record and brands to oversee creative development and campaign optimization efforts to provide a world class ordering loyalty and customer experience. Support content matrix development to ensure messaging resonates with target audiences and aligns with brand voice and tone. Optimize processes to drive efficiency across all brands.

• Program Insights & Performance: Monitor campaign performance metrics and direct the development of insights to present program results and recommendations to stakeholders and leadership. Recommend testing opportunities based on insights and learnings from other competitive areas. Share best practices amongst brands.

• Manage Communication and Development: Manage agency resources along with client expectations supporting all brands and models under programs.

Skills and Abilities:

• Proficiency in CRM marketing best practices and project management tools such as Adobe Workfront
• High level of interpersonal skills to work effectively with others motivate employees and elicit strong work output
• Experience managing multi-faceted teams as well as agencies/suppliers
• Proven ability to manage multiple projects and deadlines simultaneously
• Flexibility to quickly modify strategy and execute to accommodate changing needs of the business
• Data-driven mindset with ability to analyze campaign performance and draw actionable insights
• Extremely high level of analytical ability where problems may be very unusual and extremely difficult
• Highly developed oral and written communications skills
• Ability to organize and plan effectively
• Understanding of vehicle production process systems and workflows
• Strategic thinking and execution

Requirements:

• Automotive experience required
• Bachelors degree
• 5 years of experience in marketing CRM or lifecycle campaign management

About GM

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Benefits Overview

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