Assistant Manager Customer Relationship Management (CRM)

The CRM Assistant Manager will manage Chevrolet owner and handraiser (retail, social and digital) communications to fulfill business objectives. 

Major Duties and Responsibilities:

•  Interface as the lead CRM point person dedicated to the Chevrolet Sales, Service and Marketing teams
  • Cultivate and manage relationships with all parts of the Chevrolet business, including:
• CLM
• Marketing
• Product
• Retail and Incentives
• Training
• Events and Promotions
• Champion the development of the CRM strategy for Chevrolet
  • Lead the collaboration with Chevrolet CRM leads, and other stakeholders and business partners, to develop a CRM strategy/yearly business plan that supports the brand’s goals and objectives
  • Build a CRM plan for Chevrolet that focuses on all phases of vehicle journey - Welcome, Engage, Reignite, Retain and Conquest
• Oversee the strategy process
• Set targets to measure success in each phase
• Present the strategy to Buick and GMC and solicit their feedback
• Receive, interpret and direct feedback to the team
• Present recommendations and program results to the Chevrolet teams and leadership
• Recommend testing opportunities based on insights and learnings from other brands
• Provide knowledge and experience to the Chevrolet teams
  • Direct the development of insights from available owner data
  • Leverage available CRM budget to support brand programs and initiatives
  • Share best practices amongst brands
• Manage Chevrolet owner and handraiser communications
  • Oversee CRM communications to fulfill Chevrolet’s objectives
  • Across all CRM creative (CLM, CRM Retail, Lifecycle, CSSR, Digital Publications, etc.), champion Chevrolet materials in order to endorse that each piece is on target with the right message
• Oversee the review of all creative
• Present creative materials to Buick and GMC and solicit their feedback
• Receive, interpret and direct feedback to the production team
• Accountable to achieve welcome, engagement, and retention targets
• Foster productive partnerships with internal and external stakeholders
  • CSSR Program Team
  • Customer Care & Aftersales Team
  • Global Connected Customer Experience / OnStar
  • GM Card
  • And more

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com. 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.

 Skills and Abilities:

• Experience managing CLM/CRM activities
• Experience managing agencies/suppliers
• Extremely high level of analytical ability where problems are very unusual and extremely difficult
• Highly developed oral and written communications skills
• Experience in leading and developing large, diverse teams
• High level of interpersonal skills to work effectively with others, motivate employees, and elicit work output
• Ability to organize and plan effectively
• Understanding of dealer/field activities
• Strategic thinking and execution
• Flexibility to quickly modify strategy and execute to accommodate changing needs of the business

Education and/or Training:

• Masters degree preferred