Manager, Customer Lifecycle Marketing

Job Description

Vacancy Status:

Yes - This posting is for an existing vacancy within the organization and is open to new applications.

AI Disclosure:

As part of the application process Artificial Intelligence will be used in the hiring process for this role.

Hybrid - This role is categorized as hybrid. This means the successful candidate is expected to report to the Markham Elevation Centre or the Markham Elevation Centre three times per week at minimum or other frequency dictated by the business.

Do you have a passion for storytelling and the data to back it up Do you believe CRM should feel more like a conversation than a campaign Do you want to play a leadership role in helping to modernize GM Canada marketing efforts while contributing to revenue growth

GM Canada is going through a marketing transformation and were looking for bold thinkers who can help us reimagine how we connect with customers.

In this newly created leadership role you will lead a dedicated Customer Lifecycle Marketing (CLM) team spanning across our vehicle brands (Chevrolet Cadillac Buick GMC) as well as non vehicle brands (OnStar Certified Service Envolve) to help shape the future of customer experience at the largest automotive company in Canada.

You will lead the development and optimization of GMs Customer Lifecyle Marketing (CLM) strategy working within the Lifecycle Marketing Team to orchestrate seamless data-driven experiences across every stage of the customer journey. This role will focus on building a cohesive CLM strategy that aligns with our tierless marketing approach facilitating personalized customer experiences and leveraging data for insight-driven decision-making.

You will get to collaborate with Brand & Retail Marketing teams as well as global Digital & IT teams to build the strategic roadmap to deliver on GMs vision. The role reports to the Head of Digital & Customer Engagement.

Key Responsibilities include:

1. Lifecycle Strategy Leadership

• Full-Funnel Vision: Lead the development and evolution of the CLM roadmap. Oversee the team in translating business objectives into a cohesive strategy that spans the entire ownership lifecycle (Acquisition through Reactivation).

• Strategic Growth: Identify whitespace opportunities for lifecycle intervention to reduce churn.

2. Customer-Centric Orchestration

• Unified Customer View: Lead the collaboration with data and lifecycle teams to ensure a single source of truth for customer data is utilized across all communications.

• Journey Mapping & Governance: Direct the design and optimization of complex customer journeys. Establish governance standards to ensure all automated touchpoints are timely relevant and adhere to global brand standards.

3. Operational Excellence & Execution

• Campaign Oversight: Lead the briefing process and manage high-level project timelines. Ensure the team delivers flawless execution across multiple simultaneous campaigns.

• Multi-Channel Innovation: Drive a Channel-Agnostic strategy. Expand the teams capabilities beyond email to include sophisticated in-app messaging push notifications and SMS/MMS ensuring the optimal mix for different customer segments.

4. MarTech & System Integration

• Ecosystem Management: Collaborate with digital and data engineering teams to ensure CLM tools (e.g. Adobe Journey Optimizer Salesforce etc) are effectively integrated into the broader marketing technology stack.

• Automation Efficiency: Oversee the technical health of triggers and data feeds to ensure real-time personalization at scale.

5. Cross-Functional Leadership & Alignment

• Stakeholder Management: Act as the primary liaison between Brand Digital Media and Regional teams. Ensure all teams are aligned on messaging cadence and timing to prevent customer fatigue.

• Best Practices Advocate: Facilitate knowledge internally within the team and externally with marketing & regional teams.

6. Performance Measurement & Optimization

• Reporting Architecture: Establish a clear & cohesive measurement framework for performance tracking. Guide the team in monitoring key metrics to derive actionable insights.

• Continuous Improvement (A/B Testing): Lead a rigorous Champion/Challenger testing culture. Empower the team to hypothesize test and iterate on journeys to drive continuous lift in engagement.

Required Qualifications:

• Educational Background:Successfully obtained a Bachelors degree in marketing Business Administration or related field.

• Professional Experience:5 years in CRM management or a related field with experience in cross-functional integration.

• Technical Skills:Proficient in enterprise CRM software (Adobe Salesforce etc) data visualization and analytics platforms (Power BI); experience with customer data platforms and audience segmentation.

• Analytical & Problem-Solving Abilities:Strong data analysis skills and an ability to translate insights into actionable strategies.

Preferred Attributes:

• Ability to understand customer needs and behaviours and translate those insights into meaningful personalized experiences across the customer journey

• Proven ability to thrive in fast-paced evolving environments and lead through change with a proactive solution-oriented mindset

• Strong interpersonal and communication skills

• Ability to influence cross-functional teams

Compensation:

The salary range for this role is $131000.00 to $180900.00. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.

Benefits:

The goal of the General Motors of Canada total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan currently includes the following benefits in addition to many others:

• Paid time off including vacation days holidays and supplemental benefits for pregnancy parental and adoption leave.

• Healthcare dental and vision benefits including health care spending account and wellness incentive.

• Life insurance plans to cover you and your family.

• Company and matching contributions to a Defined Contribution Pension plan to help you save for retirement.

• GM Vehicle Purchase Plan for you your family and friends.

GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP NOW OR IN THE FUTURE

About GM

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Why Join Us

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. Every day we want every employee to feel they belong to one General Motors team.

Non-Discrimination and Equal Employment Opportunities

General Motors is committed to being a workplace that is not only free of unlawful discrimination but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required where applicable to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more visit How we Hire.

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