Customer Experience Manager - Dealer Co-Brand Card - Work From Home - United States

Job Description

Remote OR Hybrid: Reporting where work can/needs to be performed / collaboration should happen. If the person lives w/n 50 miles of such a location, they are expected to come in three times a week. If they do not live within 50 miles of any of those locations, they don’t need to report in.

• This role is based remotely but if you live within a 50-mile radius of [Atlanta, Austin, Detroit, Warren, or Milford], you are expected to report to that location three times a week, at minimum.

About the Role:

The position will report to the Director of Loyalty Strategy & Growth and will be responsible for dealer channel performance of the GM Card working in close partnership with the GM’s dealer network, field sales teams, retail planning team and bank partner. The position will be responsible for building strategies, annual retail plans and supporting the delivery of new tools & technology that drive dealer engagement & ROI for the program, including card applications, new vehicle sales, and service/parts and accessories sales. The individual will work closely with various members of the Loyalty Leadership team, including the Director of Card Portfolio Management, as well as collaborating across GM to deliver success for the program in addition to developing an excellent working relationship with the issuing bank’s card management team.
The ideal candidate for the role embodies GM’s Behaviors and is motivated by the drive to ensure GM establishes a winning strategy that delivers a best-in-industry Loyalty program that delivers value for customers, GM and dealer network.  Ability to lead change, collaborate and influence across all functions, effectively prioritize, and thrive in an ambiguous / fast-paced environment is a must. The candidate will have to consistently tell the value story of the card program to various internal stakeholders to solicit buy in and support for the program.

Specific job responsibilities include: 

• Work in partnership with the Card Portfolio Management Team and the Loyalty Business Strategy Team, lead & develop dealer-specific strategies that grows GM’s credit card, growing the base of cardholders, increasing charge volume and driving loyalty to GM via spend on new vehicle sales, servicing, parts and OnStar digital products & services.
• Partner with bank’s dealer field team & leadership to build an effective mix of dealer tools, customer/dealer incentives, and field team coordination and support to continue growth and engagement with card products in the dealer channel.
• Establish annual plans and metrics for applications & acquisitions in-dealer across GM and partner bank.
• Work with bank partner, Loyalty leadership and across GM (e.g., Retail Planning) to establish and refine goals and annual roadmaps. 
• Work closely with product, tech and support teams to implement world-class dealer solutions & initiatives such as dealer management system integrations & retail offers.
• Partner with Card Portfolio Management team to manage and execute dealer co-op funds provided by the partner bank, providing recommendations of fund use and performance measurement goals.
• Build deep partnerships with cross-functional GM teams including Vehicle Brands, Retail Planning, Aftersales & Customer Care, etc. to develop compelling card programs that deliver value to customers, dealers, and GM.
• Navigate complex and unstructured challenges across multiple stakeholders to create a structured approach that exploit commercial opportunities, mitigates risk, and executes programs / initiatives to plan.

Additional Job Description

Qualifications / Requirements:  

• Bachelor’s degree 
• Loyalty co-brand credit card experience preferred (5+ years)
• 5+ years working directly with dealers (or equivalent, e.g., hotels, franchising, etc.)
• A demonstrated proficiency in loyalty program and / or co-brand card portfolios
• High EQ with excellent relationship management & influence skills, with attention to detail
• A proven & successful track record in navigating cross functional teams to achieve desired results in a highly-matrixed organization
• Ability to execute effectively and with quality to deliver impact for multiple stakeholders
• 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, in ambiguous and continually changing environment 
• Highly developed oral and written communications skills, with focus on succinct, simple messaging
• High level of interpersonal skills to work effectively with, motivate and elicit work from others 
• Must be energetic, hardworking, enthusiastic; willing to offer opinions and judgments and constructively challenge leadership 
• Must be comfortable working with and at times, managing Senior Leaders and Executives within the organization 
• Demonstrated ability to work in an action oriented, decision-making environment and be decisive 
• Must plan and be able to anticipate risks associated with projects/tasks and have a plan to handle if encountered in highly visible live environments  

COMPENSATION: The median level of salary compensation for this role is $116,100.00 to $181,600.00 Annually

BONUS POTENTIAL: An incentive pay program offers payouts based on company performance, job level, and individual performance.

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us 

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values; 
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers.   We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

Equal Employment Opportunity Statements

GM is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an individual's protected characteristics. For purposes of this policy, “protected characteristics" include an individual's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.  If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.​