Chevrolet Sales Effectiveness & Customer Experience Manager

Job Description

Hybrid: This role is categorized as hybrid. This means the successful candidate will be based expected to report to Cadillac Tower - Warren, MI at least three times per week at minimum (or other frequency dictated by the business).

Relocation: This role may be eligible for relocation benefits.

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. THIS INCLUDES DIRECT COMPANY SPONSORSHIP, ENTRY OF GM AS THE IMMIGRATION EMPLOYER OF RECORD ON A GOVERNMENT FORM, AND ANY WORK AUTHORIZATION REQUIRING A WRITTEN SUBMISSION OR OTHER IMMIGRATION SUPPORT FROM THE COMPANY (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, etc.)

The Role:
As the Manager for Chevrolet Sales Effectiveness & Customer Experience, you will work collaboratively with executive and senior manager leaders across the enterprise including Chevrolet, Buick, GMC, Cadillac, Sales Operations, Marketing, and Program Teams to run the business. Programs that will be managed include Field Performance Report, Logistics, Customer Experience Cases, Digital Leads, and Phone Handling to name a few. This person will be responsible for individual and collective team development in a high performing organization. This is your opportunity to work on these iconic automotive brands and join a dedicated, dynamic and highly engaged team.

Responsibilities:

• Manages Regional Director deck consolidation, sales effectiveness field calls
• Manages various reports including field performance, leads dashboard, manifest lists, logistics tracking and Customer Satisfaction Index (CSI)
• Manages Chevrolet BrightDrop initiatives and field integration
• Manages Chevrolet Masterfile and executes digital lead reports weekly, monthly, and quarterly
• Manages all customers experience issues with field/Customer Assistance Center (CAC) and brings to resolution 
• Manages relationship with JD Powers to maintain successful track record with winning this award annually
• Managers relationship with Marchex and our call performance handling across the network
• Manages additional programs including Mark of Excellence (MOE), Dealer of The Year (DOTY), JD Power, National Auto Dealer Association (NADA) and customer acknowledgement form process
• Maintain Chevrolet Brand Headquaters content
• Manages Chevrolet SuperCruise strategy and tracking
• Manages Chevrolet EV strategy that includes EV dealer status, EV Business Function Unit(BFU) code status, EV sales effectiveness tracking and GM Energy cross-functional initiatives
• Manages and maintain Chevrolet’s Retail Innovation initiatives: Digital Retail Platform(DRP), MobileService+ and Fulfilment Centers

To succeed you will need to demonstrate:

• Ability to visualize and solve multi-dimensional/discipline problems
• Ability to quickly react to and manage change
• Ability to make/recognize effective trade-off decisions that balance multiple considerations
• Ability to work well and be effective with cross-functional teams
• Ability to work effectively with others in a leadership role
• Ability to effectively manage multiple assignments
• Excellent oral and written communications skills
• Highly developed presentation skills
• Ability to travel

Qualifications:

• 7+ years Marketing, Sales Operations and Field Sales Experience
• Bachelor’s degree required
• Requires a high level of knowledge in the following areas:
  • Field and Dealer Operations
  • Experience with Dealer Program Guidelines and systems i.e. CSI, MOE, EZ (or other dealer sales operations database)
  • Experience as people leader managing complex organizations and cross function teams
• Ability to utilize Excel and data analytics tools to support cross-functional initiatives and business strategies.

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