Head of Customer Engagement Activation

The Head of Customer EngagementActivationwillserve as a key marketing and business leader at General Motors responsible forthe activation operation and end-to-end delivery of all 1:1 customercommunications. This requires having a performance-driven leadership approach thatoptimizesboth customer outcomes enterprise efficiency and business growth. This positionreports to the Executive Director Customer Engagement Marketing.

This leader will oversee a matrixed team that partners with our Customer Lifecycle Owner GrowthMarTech Marketing Applied Sciences and Data Engineering teams. Tobe effective we are looking for a candidatewho can collaborate with confidence developing a strategic perspective that both direct indirect and external teams can rally around.

To achieve strong results a successful candidate will need a modern marketing mindset that is curious adaptable digital-firstand outcome-driven. This leader will be accountable for transforming our current sophisticated partner activation model while also building a world-class internal production leveragingmodernMarTechtools process automation and a business mindset a successful candidate will be able to unlock transformation in speed-to-market channel outcomes and resource efficiencies.

Whatyouwilldo (keyresponsibilities):

Build andscaleatieredactivationstudio

• Design and stand up anend to endCRMinhousestudio that can deliver modern 1:1 customercommunicationsfrombrief intake through production QA and deployment.

• Evolve and scaleour studio as the flagship integrated production capability for Customer Engagement unifying ways of working tools and SLAs across digital and physical channels.

• Redesign the Marketing Activation operating model to shift the team from manual campaign execution to strategy inspiration and continuous improvement.

• LeverageAI andautomationtoensureflawless delivery of 1:1campaigns.

• Operationalizeand scalea threetier delivery model:

• Agency for the most complex highrisk or breakthrough work.

• Insourced for repeatablehigh valuework that the studio can execute efficiently at scale.

• Expansion / Innovation for rapid prototyping new formats andtest and learn.

Optimizeprocesses and ways of working to deliver outcomes

• Establish clearprocessand decision frameworks thatdeterminewhen work isdonein housevs. with external partners balancing speed quality risk and cost.

• Build the studios capacity planning resource management and vendor management practices.

• Partner with Product teams to ensuretechnical readiness and quality across CRM channels.

• Evolveourscaled repeatable operating model with clear SLAs playbooks and KPIs across channels (email SMS push direct mail digital media extensions etc.).

• Stand up aprocessimprovement /transformationoffice within the studio that:

• Identifiesand prioritizes workflow tooling and process improvements across activation and production.

• Runs a visibletransformationroadmap and backlog with clear owners milestones and value realization.

• ImplementsLEAN/Agile ways of working standard operating procedures and consistent documentation.

• Use data dashboards and KPIs to track production throughput cycle time quality and cost and systematicallyeliminatemanual work handoffs and rework.

• Overseeday to daystudiooperationsincludingbriefintake scoping scheduling trafficking production QC/QA and deployment for all 1:1 customer communications and related assets.

Lead and partner effectively across teams

• Partner with Lifecycle Owner Growth OnStar Marketing CCA Marketing GM Energy Marketing and otherinternal stakeholders.

• Maintain strong relationships with external agency partners.

• PartnerwithMarTechProduct Management to ensure the studio operating model fullyleveragesenterpriseplatforms.

• Translate studio and campaign needs into clear requirements forMarTech ensuring features are designed for operational reality and adopted effectively by studio teams.

• Collaborate with MAS and Analytics to integrate data and insights intoday to daystudio work.

• Lead and develop amultidisciplinaryteam of producers project/program managers operations specialists and vendor/agency managers.

• Foster a culture that is curious operationally excellentcustomer obsessed and experimentally minded encouraging small autonomous teams to author work.

• Champion change management leading teams to thrive through transformation.

Your Skills & Abilities (Required Qualifications):

• 10 years leading marketing production inhouse agency or marketing operations for a directtoconsumer brand or scaled enterprise; 7 years in people leadership roles.

• Bachelor Degree required

• Demonstrated experience building or significantly scaling an inhouse production studio or agencylike production function (creative adaptation content production QA trafficking).

• Deep understanding of CRM / 1:1 communication production (email SMS push direct mail and related channels) including workflow design capacity management and quality control.

• Strong program and portfolio management skills; proven ability to manage complex multiyear transformation initiatives whilemaintainingbusiness continuity.

• Proventrack recordof process redesign and continuous improvement withmeasurableimpact on speed to market cost efficiency and quality.

• Solid working knowledge of modernMarTechecosystems (e.g. ESPs journey orchestration CDPs DAM content supply chain tools) and how production teams integrate with these platforms.

• Demonstrated ability to manage agencies and vendors including negotiating scopes defining roles and responsibilities andoptimizingonshore/offshore models.

• Excellent stakeholder management and communication skills with comfort working across marketing technology analytics legal privacy and brand/business leaders.

What Can Give You a Competitive Edge (Preferred Qualifications):

• Experience as a Head of ProductionMarTechprofessional or Operations Lead within an advertising/creative agency or internal studio.

• Experience using AI and automation to drive organizational change.

• Experience transforming an organizationtoan integratedmultichannelmodel.

• Background in automotive retail subscription or other highcomplexity highfrequency CRM environments.

• Experience designing or scaling global or multiregion studio models including playbooks hubs/spokes and shared services.

• MBA or relevant graduate degree in marketing business operations ora relatedfield.

Desired Attributes:

• Operationally tuned and actionoriented with a strong bias for simplifying complex workflows.

• Customer obsessed ensuring every asset and process improves owner andprospectexperiences.

• Hands-on approach to developing and testing new capabilities and AI.

• Entrepreneurial and resourceful comfortablebuilding netnew capabilities in an evolving environment.

• Collaborative and inclusive leader skilled at bringing together crossfunctional teams and aligning them to shared goals.

• Strong executive presence with the ability to influence senior leaders advocate for thein-housemodel and represent CETs studio vision across the enterprise.