Marketing, Sales, and Service Group - Customer Experience
General Motors

Job Description

Hybrid:This position does not require an employee to be on-site full-time to perform most effectively. The employee's role enables them to work at a GM facility or off-site as frequently as needed or desired.

• This position requires an employee to be onsite1-4 x per year.

About the Role:

Lead and execute strategic priorities in support of GCX Executive leadership. Build and promote a team culture that puts the customer at the center of everything that we do while also delivering operational excellence and maintaining an engaging, vibrant workplace. Apply CX design principles to drive and execute strategy within your area of GCX business, and advocate for CX design across teams. Be a customer advocate.

• Support Team in building our customer centric operating Model.
• Crafting measurements of performance.
• Analyze, interpret, evaluate, plan, and influence decisions.
• Maintains effectiveness in rapidly changing environment.
• Coach and develop team members.
• Collaborate with business partners.
• Ability to effectively communicate and influence other organizations without a direct reporting relationship.

Center of Expertise (COE) Strategist, Social Media Center of Expertise

GM has an immediate opening for an energetic, motivated and digital/social media savvy Center of Expertise Strategist to lead strategy development as well as day-to-day digital/social media programs for General Motors across the global enterprise. This COE strategist will assist in providing subject matter expertise, insights as well as resources, processes, tools and coordination efforts with the ultimate objective to drive a positive conversation, richer consumer engagement and a more seamless customer experience.

Overview:

Part strategist, part hands-on tactician, part operations lead, capable of innovative thinking, visioning and leading or implementing as the situation requires. Excellent relationship skills; strong business acumen; ability to motivate and generate effective action from all levels of the organization

Able to build strong relations with internal partners, external vendors/agencies as well as dealers and customers. The successful candidate should possess enough hands-on experience implementing social media and digitally-focused communications and engagement to translate terminology into a language that all can understand.

Responsibilities:

• Develop, implement, and oversee GM enterprise-wide digital engagement and social media vision, strategy, governance, intelligence and project roadmap and drive understanding/acceptance/operationalization across multiple call centers and brand divisions, functions and markets globally
• Interface with key central functions as part of the COE core team and with key stakeholders from the individual brand divisions on an ongoing basis to drive integration and closed-loop learnings and optimization across the organization
• Work with PM team to determine the best set of common tools for the enterprise and manage respective stakeholder/vendor relationships

• Ensuring an integrated (cross-functional) engagement platform and process based on communications, marketing, and customer care requirements
• Drive agreed-up common measures of success, (engagement & publishing) KPIs and develop respective metrics & reporting frameworks and dashboards

Ensure a robust social listening and intelligence capability for the enterprise

• Evaluate new trends, benchmarks in the digital & social media space and identify new business opportunities and communication efficiencies
• Manage multiple, simultaneous digital/social media projects, for on-time and on-budget completion, liaising with other operations for work-sharing, knowledge management and standards development
• Continue driving seamless swimlanes/strategy between care and community management
• Lead crisis, recall and issue management collaboration and drive to continually improve those processes over time
• Ensure working knowledge of global social media tools, trends, applications and operational standards and guidelines ongoing
• Leveraging benchmarking (both automotive and non-automotive) to drive strategic insights, potential policy changes and business standards
• Establish yourself as a subject matter expert both internally (at all levels) and externally as a spokesperson for the CoE
• Responsible for our Dealer SFE Reputation Management strategy and program operations
• Driving successful implementation of global operations framework to larger CX/Contact Center Strategy which includes messaging, social, communities and self-help
• Managing a team of GM & contract employees with a focus on diversity, inclusion, and career development as a core tenant to success

• Day to day running of US & Canada Dealer Chat operations including revenue generation, staffing, measurement and forecasting

• Direct oversight of GM employees as well as extended supervision of approximately 60 people including, senior advisors, trainers, dealer coordinators and chat advisors. This includes succession and skills planning with the ultimate goal of positive attrition.
• Leadership role in coordination and facilitation of Business Operational Reviews
• Continuously driving towards improved efficiency and potential costs savings or expanding dealer programs

Additional Job Description

Qualifications:

• 8-10 years of experience in developing and executing communication strategies and programs, with a proven track record (preferably digital, CRM and social media)
• Ability to lead and develop a diverse team of 50+ (GM & Contract)
• An intellectual horsepower with expertise in applying digital communications solutions with an emphasis on "social connectivity"
• Deep experience in digital engagements, social media and CRM strategy and execution across different platforms and communications channels, including regionally specific social networks
• Experience with social listening and digital engagement tools to summarize insights into reports and strategies
• Excellent counseling, including strategic thinking, verbal and writing skills
• The ability to deal with ambiguity and manage change
• Understanding of market and consumer insights
• Proven ability to prioritize and manage multiple cross-functional teams and deliver results
• Adept at relationship building and seeking out organic opportunities
• Bachelor's degree in Business Management, Marketing, Communications, or equivalent experience
• Project, technical and process management skills

Ability to live and embrace these behaviors:

• Think Customer: Looking for individuals that have a passion for putting the customer first and can help foster a customer centric focus in a team of Advisors
• Look Ahead: Ability to think ahead and be proactive in creating a best in class global digital engagement care strategy
• Be Bold: Join a team that likes to move fast, try new things and challenge each other in order to deliver the best customer experience possible
• Innovate Now: Work with GMIT and our vendor partners to ensure we are exceeding customer expectations

• It's On Me: Takes accountability for our team and meets key performance indicators

• Be Inclusive: Create a team atmosphere that allows various backgrounds, opinions and ideas different than my own
• One Team: Works collaboratively with extended Social Teams, our IT partners, the vehicle divisions, Contact centers, Dealer Digital teams, etc...
• Win with Integrity: Ensure we are resolving any Safety issues identified well as following Legal, HR and Privacy guidelines

Please only apply if you DO NOT need sponsorship to work in the Unites States now or in the future. We are unable to consider candidates who require sponsorship

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.

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 atCareers.Accommodations@GM.com. 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.

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