Business Strategy Manager, CX – Loyalty Dealer Experience - GM Global Technical Center - 7000 Bldg

Job Description

About the Team and Role:

The position will report to the Director of Loyalty Strategy & Growth and will be responsible for delivering a world-class dealer experience for GM’s My Rewards Loyalty program with focus on driving deep engagement with GM’s dealer network, field sales teams, vehicle brand and aftersales and key members of the Loyalty team to deliver business outcomes. The position will be responsible for developing, leading and partnering across the organization to execute strategies and tactical plans for GM’s Loyalty program in the dealer channel that deliver customer, dealer and GM value. The position will manage a team whose focus will be driving member base growth and engagement in the dealer channel, evolving dealer and field tools and strategies to deliver maximum value, and delivering operational excellence in executing a wide variety of dealer facing programs (e.g., incentives & offers, point of sale material, etc.). The individual will work closely with various members of the Loyalty Leadership team, and in particular the Principal, Business Strategy – Dealer Co-Brand Card, to foster collaboration internally and with GM’s dealer network to grow & deliver success for the program.   

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.   

Specific job responsibilities include:  

• Lead, prioritize and execute short and long-term Loyalty strategies & tactical plans in the dealer channel to achieve a best-in-class Loyalty and Credit Card Program that delivers exceptional value for customers and business results for GM. 
• Lead, manage and develop a high-performing team of operators responsible for development & evolution of the Loyalty program in dealerships, including field sales team management, training and communications, dealer support, campaign and offer execution, dealer tool evolution, field sales team and dealer dashboards, reporting, and insights, etc. 
• Partner with finance and cross-functional teams to manage and optimize associated program budgets, prioritizing member value and ROI to GM and dealers. 
• Gain a deep understanding of GM’s end-to-end customer journey, collaborating across the organization to improve customer lifecycle offerings in the dealership channel. 

• Evaluate and optimize the Loyalty journey across dealership touch points 

• Build deep partnerships with GM ecosystem teams including Loyalty Team (Strategy, Card Portfolio, Operations, Marketing), Vehicle Brands, Customer Experience, Marketing, Services & Experiences, Energy, Insurance, Vehicle, etc. to develop compelling messaging, experiences & differentiated benefits for members. 
• Lead multiple strategic and tactical projects across cross-functional teams and/or external resources from need identification to execution, including coordination of subject matter experts in a highly matrixed environment. 
• Partner with internal / external strategic teams (e.g., customer research, advanced data & analytics, corporate strategy, suppliers) to immerse in the industry and identify emerging trends or potential disruptors to our business model. 
• Navigate unstructured challenges and create a structured approach to exploit commercial opportunities, mitigate risks and prepare strategic and tactical ideas for implementation. 
• Collaborate with the Loyalty Product & Tech Teams, as well as other internal product/tech teams, on the evolution of the Loyalty program in-dealership, including roadmaps & technical capabilities to support a world-class dealer and customer experience 

• Collaborate with the Loyalty Product Team to prioritize and optimize area-specific roadmaps for the program. 
• Partner with various product teams to prioritize and develop capabilities to support GM Rewards & Card. 

• Support Loyalty teams in development & tracking of annual and long-term plans, including measurement / accountability plans & OKRs. 

Additional Job Description

Qualifications / Requirements:   

• Bachelor’s degree  
• 5-7+ years of experience working with automotive dealers / dealer networks 
• Loyalty portfolio experience beneficial 
• 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 
• A demonstrated proficiency in leading development & execution of strategic plans, 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, 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.

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.​