Work Arrangement
This role is categorized as hybrid. This means the successful candidate is expected to report to GM Global Technical Center, Warren MI, three times per week, at minimum.
The Role
The Assistant Manager, Channel Experience is responsible for supporting successful message delivery through all Loyalty communications channels to help drive program goals. Primary channel focus will include digital and email, but the role will work cross functionally and collaborate on the development of unified customer journeys that deliver exceptional experiences and business outcomes. This role requires the ability to develop strong relationships and manage multiple stakeholders to facilitate action. Solid understanding of how to use data, both in building audiences and delivering personalized content throughout all consumer touchpoints is critical. Candidates will thrive who can quickly distill multiple perspectives, assess needs, and formulate plans yet are able to adapt/adjust to unanticipated changes while managing through to execution.
What You’ll Do
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Work with GM product & analytics teams to ensure the data connections for loyalty are established, and leveraged appropriately so channel content is relevant, data driven, and personalized.
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Monitor content performance against priority goals and next best action; create optimization plans by leveraging research, best practices, user behavior and customer insights.
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Collaborate with creative, analytics & IT teams to make sure content is tagged/tracked throughout the funnel and measured.
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Represent Loyalty in cross functional workgroup to identify the path to insourcing all Rewards comms (email, text), and support transition.
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Liaison with CRM growth team and initiate conversations for rewards presence, including developing net new channel delivery needs. (ex: deploying PS & Non-PS co-brand card acquisition emails)
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Evaluate and contribute to CX and UX journeys through the lens of the Rewards audiences & overall customer experience.
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Stay up to date on industry marketing channel trends, Loyalty programs and competitive insights.
