• International CRM Lead Specialist- Automotive

    Job Locations US-MI-Detroit
    Requisition ID
    2018-31842
    Employee Type
    Full Time-Regular
    Category
    Customer Experience / Customer Service
  • Overview

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    The CRM lead specialist is responsible for partnering with enterprise cross functional teams; local markets /operational/sales team to deliver initiatives that supports customer experience and retention plans. This role will focus on leveraging customer data to drive personalization across all customer touchpoints, as well continually scanning for new technologies. This role is responsible for analyzing and creating comprehensive campaigns and communications to enable the right communication, to the right customer, at the right time through the best channel with the markets.

    Responsibilities

    1. Work with local Marketing (CRM business owners) to develop and deploy CRM plans to deliver new business sales and retention
      1. Create and deploy specific CRM plans (campaigns, success metrics, actions) with local CRM team (and GM) in order to increase GMF retention and loyalty for each IO market
      2. Evaluate, design and deploy go to market plans in conjunction with local CRM team to drive cross-selling opportunities
      3. Design with local CRM team a comprehensive customer lifecycle communication plan for customer touch points and lifecycle
    2. Collaborate with GMF NA & GM globally to leverage best practices
    3. Lead the development and implementation of customer data platform ensuring GM/third party/campaign data is captured and stored for operational use
    4. Responsible for IO CRM dashboards.
    5. Work with IT partners to implement real-time online CRM campaign dashboard for central and markets
    6. Define key performance metrics and prepare relevant dashboards to share results across the teams and reports to senior management
    7. Leverage data and insights to help markets drive and deliver personalized campaigns across channel of choice
    8. Manage a testing framework to continuously optimize CRM programs, emails, sms, and other channels
    9. Assist with the evaluation and implementation of predictive modeling efforts to enhance CRM initiatives such as a Pre- Payment model
    10. Organize and facilitate meetings with markets to provide best practice, cross-sharing and annual business planning
    11. Facilitates discussions with IT on business challenges in order to identify potential solutions

    Qualifications

    Education level:

     

    • Bachelor’s degree (minimum), desirable Business or Marketing
    • Master’s degree (desired)

    Skills and Knowledge:

    • 5+ years automotive or financial industry experience
    • 5+ years project management experience
    • 5+ years CRM experience managing marketing campaigns (direct mail, email, etc.), advertising and/or promotional campaigns
    • 5+ years of experience working with data for marketing
    • 3+ International Experience working with local marketing/sales team

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