Assistant Manager – Brand Customer Relationship Marketing

Job Description

This role is categorized as HYBRID. This means the successful candidate is expected to report to GM - Warren 7000 Building three times per week, at minimum. This job may be eligible for relocation benefits.

As an assistant manager in the Lifecycle engagement team, the Chevrolet Brand Customer Relationship Marketing Assistant Manager will interface as the lead for lifecycle marketing strategy and planning dedicated to the Chevrolet Sales, Service and Marketing Organization. This candidate will manage Chevrolet customer communications and services inclusive of thought leadership, audience management, content strategy integration, execution and measurement learning agendas.

As part of the Lifecycle marketing team, the focus will be on the performance of every customer interaction. From vision to strategy through execution, a successful candidate will have a passion for customer engagement, experience in cross-channel, outcome-based marketing, and an innovative spirit aimed at testing, learning and optimization. Core lifecycle strategies include customer acquisition, vehicle launch and owner engagement, with channel implementation across email, direct mail, SMS, in-app, in-vehicle, and 1:1 paid media.   

This candidate should be able to use research, best practices, user behavior, customer insights to inform decisions and recommendations.  

The ideal candidate will interact with the following to ensure deliverables and support strategic facilitating discussions and driving growth plans:

• Customer Engagement Team
• Sales
• Media
•  Website
• 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 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.
• 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.
• Serve as the CRM strategy and execution expert to the Chevrolet brand and advertising teams.
• Present recommendations and program results to the Chevrolet teams and leadership.
• Recommend testing opportunities based on insights and learnings.
• Provide recommendations and coordinate with media and owned channels to develop a unified customer journey for defined target audiences and cohort segments.

Provide knowledge and experience to the brand teams by pursuing the following: 

• Gather and develop insights from available customer and owner data. 
• Strategic audience management focused on personalization leveraging available owner data, research, and insights. 
• Share best practices amongst brands and other GM partners. 
• Partner with the Product and Customer Experience (CX) teams to identify upstream customer needs that drive product definition, value proposition, and target audience definition. 

Manage Chevrolet owner, hand raiser, former owner and conquest communications by: 

• Working with extended Customer engagement team to target these audiences, with the right messaging and follow up cadences to push down the funnel.
• Initiating and overseeing execution of CRM communications to fulfill Chevrolet’s conquest/retention/sales objectives.
• Champion Chevrolet materials to ensure that each piece is on target with the right message, right timing and right place across all CRM creative (Customer Engagement, CRM Retail, Owner Growth, Customer Sales Service Retention, etc.)
• Oversee the review of all creative, present creative materials to adjacencies and partners to solicit all feedback - receive, interpret and provide consolidated feedback to the agency
• Accountable to achieve High Value Behavior (HVBs) and sales targets

Additional Job Description

Role Qualifications:

• Bachelor's required, Business, Marketing, or related area preferred
• 5+ years of experience managing Customer Lifecycle Management /Customer Relationship Management including audience prioritization and business rules
• High level of interpersonal skills to work effectively with others, motivate co-workers, and elicit work output
• Flexibility t