Manager, GM Rewards Customer, Value & Strategy

Job Description

Work Arrangement

This role is based remotely but if you live within a 50-mile radius of Warren, Michigan, you are expected to report to that location three times a week, at minimum.

The Role

Are you passionate about creating exceptional customer experiences and driving loyalty? Join us as we revolutionize the GM Rewards loyalty program!

Leading a team responsible for delivering three core components of the rapidly growing GM Rewards loyalty program. Ensuring the GM Rewards team adopts a “customer-obsessed” mindset, monitoring customer channels and NPS scores to identify pain points, and delivering remediation as needed.

The role sets objectives and goals for team leaders, incorporating customer feedback and improvement opportunities, and identifying experience enhancements requiring technology updates. This requires aligning cross-functional priorities. This position handles monthly reporting on GM Rewards member value, including financial metrics like revenue incrementality, EBIT contribution, dilution, and breakage.

This leader will manage a team of approximately six people, motivating, coaching, and assigning individual accountability. The ideal candidate embodies GM’s Behaviors and is driven to deliver a best-in-industry loyalty program that transforms every GM interaction into a rewarding experience, driving significant share and margin growth through incremental sales and long-term loyalty.

What You’ll Do

GM Rewards Customer

• Set up, monitor and report on customer experience via listening programs.

• Monitor, report GM Rewards NPS and set targets to improve.

• Establish recurring customer listening sessions for wider GM Rewards team to hear actual customer feedback and experience.

GM Rewards Tech Roadmap

• GM Rewards owner for strategic prioritization of IT and Tech work needed to improve the customer experience, eliminate friction and do work for the customer.

• Responsibility for delivery of all prioritized IT initiatives

GM Rewards Member Value

• Accountable owner for aggregating and reporting GM Rewards member value.

• Direct responsibility for recommending tactics to optimize and increase member value.

• Responsibility for multi-million-dollar budget; approval of all team initiatives measured by return on GM Rewards member value.

GM Rewards Goal Setting and Team Targets

• Disseminate annual OKR’s to GM Rewards team; inclusive of GM Rewards member growth targets, incremental new vehicle sales targets, new vehicle sales targets, member engagement targets (e.g., earn and burn point targets) and credit card portfolio targets

• Accountability for monthly finance review, variance explanations vs budget and forecast.

Additional Job Description

Your Skills & Abilities (Required Qualifications)

• Bachelor’s degree 

• 8+ years of Loyalty program experience with expertise delivering consumer experiences digitally.

• High emotional intelligence (EQ) with excellent relationship management & influence skills, with attention to detail

• Proven & successful track record in navigating cross functional teams to achieve desired results in a highly matrixed organization.

• Demonstrated proficiency in leading development & execution of strategic visions, including roadmap prioritization & management, creation & tracking of measurements plans, executive / senior leadership report outs, etc.

• Expertise in managing and leading complex projects and assignments with a high degree of autonomy, confidentiality, and accountability for results 

• Ability to work independently with minimal supervision. 

• Operate with high level of time management and prioritization skills. 

• Ability to organize and plan effectively.

• Highly developed oral and written communications skills, with focus on succinct, simple messaging

• Must be energetic, hardworking, enthusiastic; willing to offer opinions and judgments and constructively challenge leadership. 

• Demonstrated ability to work in an action oriented, decision-making environment and be decisive. 

• Strategic thinker with ability to lead, plan and identi