This role is categorized as HYBRID . This means the successful candidate is expected to report to GM - Cadillac Tower three times per week, at minimum. This job may be eligible for relocation benefits.
The GMC Assistant CRM Marketing Manager will lead lifecycle marketing communications for GMC inclusive of all 1:1 communications including email, direct mail, SMS/MMS text (national, retail, and digital) to fulfill business objectives.
Role Responsibilities:
This position will interface as the lead lifecycle marketing strategy and planning dedicated to the GMC Sales, Service and Marketing Organization. This candidate will manage GMC customer communications and services inclusive of thought leadership, audience management, content strategy integration and measurement learning agendas. This candidate needs to be data-driven with a strategic background that can partner with other parts of the organization to create unified customer journeys driving outcomes and sales.
This candidate should have experience with Adobe tools/platform and able to leverage research, best practices, user behavior, customer insights to inform decisions and recommendations.
The ideal candidate will interact with the following to ensure deliverables and provide strategic support facilitating discussions and driving growth plans.
- Customer Lifecycle Management (Customer Automated Notification System, Customer Sales Service Retention, Centralized Owner processes, EV programs)
- Media
- T1-T3 site
- 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 lead a performance driven team that 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.
- Provide recommendations and coordinate with media and owned channels to develop a unified customer journey for defined target audiences and cohort segments.
- 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.
- Present recommendations and program results to the GMC teams and leadership.
- Recommend testing opportunities based on insights and learnings.
Provide knowledge and experience to the GMC team by pursuing the following:
- Direct the development of insights from available owner data.
- Strategic audience management focused on personalization leveraging available owner data, research and insights.
- Share best practices amongst brands and other GM partners.
Manage GMC owner, handraiser, former owner and pure conquest communications by:
- Working with Marketing Insights Team to target these audiences, with the right messaging and follow up cadences to push down the funnel.
- Oversee CRM communications to fulfill GMC’s conquest/retention/sales objectives.
- Across all CRM creative (Customer Lifecycle Management , CRM Retail, Lifecycle, Customer Sales Service Retention, Digital Publications, etc.), champion GMC materials in order to endorse that each piece is on target with the right message, right timing and right place.
- Oversee the review of all creative, present creative materials to adjacencies and partners to solicit all feedback - receive, interpret and direct feedback to the Email/Direct Mail/eBrochure etc production teams.
- Accountable to achieve High Value Behavior (HVBs) and sales targets.