Manager, Loyalty Program Operations - 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 be report to the VP Loyalty and be responsible for leading the Operations team. The General Motors loyalty mission is to create leading loyalty reward and credit card programs that are customer first and drive emotional connections with its members via differentiated benefits, offers, experiences, and partnerships that elevate the customer experience, engage our members daily, and foster customer love, ultimately driving lifetime value.
The manager will lead all day-to-day analytic, data and reporting needs of the loyalty rewards and credit card programs, including customer enrollment, engagement, planning, reporting, development of dashboards, analysis, business case/pro-forma development and providing a clear picture of overall performance. In addition, this role will be responsible for overseeing the loyalty program execution function and partner with finance team (including leading/supporting annul and long-term budgeting, tracking, etc.). This role requires close collaboration across key internal and external stakeholders, with a joint goal of growing loyalty member enrollment, engagement, program ROI and effectiveness.
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 in order to solicit buy in and support for the program.

Key Responsibilities include, but are not limited to:

• Lead and manage the Loyalty Operations team including hire, train and grow top notch talent

• Responsible for managing all loyalty budgets (internal and partner) and reporting.
• Partner and serve as loyalty liaison to finance team. Monitor and track financial performance.
• Model the financial impact of new loyalty program features/benefits/offers to support the business case.
• Execute and present trend analysis, e.g., enrollment tactics – by dealer, owned digital channels, external channels, etc.
• Assess the performance of new/piloted Rewards and Card perks, benefits, and experiences
• Partner to establish long-term loyalty goal roadmap and loyalty program goal setting across GM and key functions such as vehicle brands, digital products & services, and vehicle service/parts and accessories.
• Oversee creation and maintenance of self-service PowerBI reports and dashboard capabilities around all loyalty program operational reporting.
• Manage the workflow of Ad hoc requests, periodic reporting, and Loyalty analysis based on the impact to the division.
• Lead loyalty program execution team members, with a focus on planning and tracking loyalty programs, go-to market executions and creating and maintaining process efficiencies.
• Responsible for curating data from multiple sources to create an analytical repository to measure the impact to Loyalty.
• Collaborate cross-functionally on taxonomy and nomenclature governance work to support the enterprise goal of getting to “one version of the truth.”
• Create and produce relevant and actionable metrics/KPI’s to drive and inform business decisions.
• Lead the expansions of the Loyalty KPI metric to be inclusive of new technology and programs.
• Communicate loyalty insights, strengths and weaknesses to upper management and other stakeholders and provide recommendations for program improvements.
• Streamline recurring reporting to reduce the amount of time spent manually running reports and eliminate redundancies reports developed by external and internal vendors/business units.
• Perform quantitative and qualitative analyses to support strategic projects and initiatives

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Additional Job Description

Qualifications:

• 10+ years’ work experience in a related field.
• Bachelor’s degree in Marketing, Economics, Business, Math, or Statistics; MBA plus.
• Excellent project management, analytical and problem-solving skills.
• Experience leading direct team members
• Strong ability to create, build and leverage relationships and effectively interface with executive-level team members and at the same time have willingness to roll up the sleeves to solve problems
• Strong interpersonal and team interaction skills. Highly collaborative.
• Strong detail orientation. High degree of initiative and results orientation.
• Exceptional at prioritizing and focusing on the highest value opportunities
• Proficiency in Siebel or Salesforce required.
• Experience with Data Visualization tools (Power BI or a similar tool) required.
• Proficient in MS Office Suite, modeling, data manipulation tools, and relational databases.
• Experience with Marketing, Credit Card, or Rewards Programs highly desired.

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.

BENEFITS: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.

#LI-Remote #GM-Remote #LI-JN1

GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.

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.​