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GM Europe Customer Relationship Manager

  • Location
    • Opfikon, Zurich
  • Schedule Full time
  • Posted

Description

Who We Are

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. Our diverse team brings their collective passion to deliver on this ambitious future in Europe. We are proud of our achievements across the globe however we have the biggest opportunity to change the way people live, move, and connect in Europe. Together, for everyone.

Who We Look For

We look for the bold  - those willing to respectfully share their ideas and listen to others.  We seek out the innovators  - those who challenge the status quo when their vision requires a new way of thinking.  We reach for the collaborators  - those who understand that a diverse team is stronger than any one individual.  We seek the self-motivated  - those who ask questions, and never stop looking at what’s next.

About the GM Europe Marketing Team

Members of the GM Marketing Team will be pioneers in the EV movement, energized to connect people to what matters and create a movement towards a better, more sustainable future for all.  Our passion fuels our focus to be the best - a Customer Experience icon inspiring trust, passion, and confidence in our brands.  We put employee and customer safety first – always!  We act as one team, driven to make everything and everyone around us better.  We love delighting customers, bringing together the most innovative, digitally centric human experiences customers love.  We strive for excellence through empowered teams, business agility, and continuous learning resulting in a most admired place to work.

About the Position:  Customer Relationship Manager

The ideal candidate for the Customer Relationship Manager position will lead all aspects of developing and implementing direct-to-consumer marketing programs and experiences.  This role will heavily rely on a deep passion for the customer journey, a consumer-first mindset, purposeful advertising, and a comprehensive understanding of marketing channels to support the implementation of strategies that reach across many different mediums.  The Manager will work closely with Content Creation, Media, Sales, Global - and more - to drive business results through acquisition, stimulation, engagement, and retention programs. 

Key Leadership Requirements:

  • Innovator Mindset:   Ability to leverage insights to build plans that will disrupt in order to engage consumers 
  • Maverick Mindset & Strategic Thought Leadership :  Ability to embrace the ‘art of the possible’ to create organizational change and impact allocation of resources.  Possess business and strategic acumen with ability to communicate broader business vision to cross-functional and technical teams.
  • Team Building & Leadership:   Ability to lead and influence at all levels.  Possess strong partnership skills with a history of collaborating across organizational boundaries, working with and influencing others, and creating clarity from confusion.
  • Outcome-Oriented:   Ability to clearly articulate desired outcome(s).  Possess ability to assess complex situations quickly, assess risks and be decisive.  works collaboratively to create a path to achieve it.
  • Business Acumen:   Ability to formulate a strong POV and adjust plans strategically in a changing environment.  Possess strong marketing strategic acumen and business agility.
  • Analytical:   Ability to effectively communicate and translate business needs to technical partners.  Proactively identifies and resolves problems in a timely manner.  Can synthesize complex or diverse information, use intuition and experience to complement data.

Key Responsibilities

1. Build Membership

  • Design and deliver content and experiences that enhance the customer journey across all relevant touch points for each consumer/consumer-segment 
  • Develop and execute upon data driven CRM strategies that optimize consumer loyalty, acquisition, retention and personalization 
  • Maintain a healthy consumer database with steady inflow of new buyers and winbacks, active and continuous brand engagement, and high retention 
  • Ensure integrated strategies and executions across the GM enterprise, developing communications and lifecycle programs that are on-brand, on-strategy, and consumer-centric 
  • Drive continuous innovation and fast experimentation in CRM and consumer strategy 

2.       Campaign Management 

  • Responsible for the development and execution of promotional, brand, triggered and ad-hoc CRM marketing campaigns supporting larger strategic goals, consumer lifecycle goals, and immediate business-driving needs 
  • Oversee creative development and execution for all membership programs while partnering across multiple functions and multiple teams
  • Drive content strategy, personalization, targeting, timing, messaging, testing/optimization for all CRM programs and campaigns 
  • Collaborate with internal marketing functions to deliver a more holistic and integrated marketing experience 
  • Partner with marketing operations team on campaign operations, marketing automation, and data 

3.      Testing, Analytics & Reporting 

  • Closely monitor monthly and quarterly lifecycle, campaign, and email dashboards -analyzing performance and developing recommendations to drive optimization of current plans  
  • Base consumer strategy and campaign decisions on data-driven insights, industry benchmarks, and company goals  
  • Ensure a culture of continuous improvement by overseeing campaign testing objectives, developing a long-term learning plan, and by updating CRM toolkits and case studies 
  • Utilize sound understanding of the consumer and statistical models to improve campaign personalization, targeting, messaging, channel, etc.  

Required Skills and Qualifications:

  • High level of diverse marketing experiences required
  • Ability to make quick decisions with incomplete or ambiguous data. Able to make sound decisions based upon a mixture of analysis, wisdom, experience, and judgment.
  • Ability to make/recognize effective trade-off decisions and can negotiate skillfully in tough situations with both internal and external groups, can win concessions without damaging relationships.
  • Ability to breakdown barriers and quickly achieve high impact progress within a bureaucratic organization. Ability to work well in a complex team environment and marshal resources (people, funding, material, support) to get things done; uses resources effectively and efficiently.
  • Takes a creative, open-minded approach to new ways to drive product and brand success. Has a start-up mentality.
  • Ability to lead and motivate a lean team
  • Ability to develop effective teams and bring the creative ideas of others to market
  • Ability to identify issues/opportunities and develop solutions/recommendations
  • Ability to effectively manage multiple assignments utilizing highly efficient time management skills
  • Outstanding project management capability
  • Possess the functional/technical knowledge and skill to perform marketing duties at a high level of accomplishment.
  • Manage the creative process, facilitate effective brainstorming, and has sound judgment regarding the value of various ideas.
  • Highly effective presentation skills in a variety of formal presentation settings: one-on-one, small and large groups with peers and bosses, inside and outside of the organization
  • Ability to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect
  • Ability to travel

Additional Description

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.

Total Rewards | Benefits Overview

From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources

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.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statements

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. 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.

We seek out the innovators

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From day one, we’re looking out for your well-being— at work and at home— so you can focus on realizing your ambitions

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