Cadillac Customer Experience Assistant Manager

Description

​ This role is categorized as hybrid . This means the successful candidate is expected to report to Warren - Cadillac Tower three times per week, at minimum.

Join the team as the Cadillac Customer Experience Assistant Manager ! Responsible for supporting key programs within the Cadillac CX organization including CX Measurement tool, dealer focused recognition programs and roadside assistance. 

Execute improvements to Cadillac programs that foster lasting customer-centric culture, rallying internal support and delivering on the brand goal of elevating the extraordinary.

Major Duties and Responsibilities

Analyze data from CX Measurement tool, look for trends and provide recommendations for CX priorities and improvement:

• Monthly, quarterly and yearly reviews/comparisons
• Provide regular guidance to field teams based on data analysis for dealer improvement and action plans
• Work closely with regional Dealer Performance Managers to provide customer reports or data pulls
• Give direction to Retail Innovation – Dealer Performance Manager on program improvements, data feeds, reports etc.
• Manage approvals of requests for system access.
• Collaborate closely with Medallia (CX platform owner) on a number of items, including enhancing CX strategy through resolution of issues, continuous improvement, etc.

Develop and implement new Customer Experience solutions into the retail environment:

• Identify Customer Experience roadblocks/opportunities and resolve them through actionable recommendations such as JD Power Improvement programs/contests.
• Provide input and guidance for CX programs to be seamlessly integrated into the retail network.
• Work cross functionally with multiple teams in HQ sales, marketing and with field teams.

Develop rules and manage dealer recognition programs (Dealer of the Year, Mark of Excellence and Crest Club):

• Ensure that programs not only build dealer enthusiasm but also drive actionable behavior.
• Work closely with corporate team and agency partners to ensure data feeds are accurate.  Cleanse data or adjust feeds where necessary.
• Support the execution and communication of programs where applicable.
• Gain input for Sales and Service recognition and Customer Experience programs from Regional Directors and Zone Teams to increase program participation.
• Coordinate programs with GM Corporate team as well as other brands.

Support, lead, and seamlessly execute the roadside assistance segment of the Pinnacle program:

• Overseeing all discussions and issue resolutions with the Urgently team to facilitate dealers’ adoption of new vendor
• Ensure the establishment of pertinent metrics and extend support to field/regional personnel in driving this initiative forward
• Managing all necessary reporting duties with precision and efficiency.
• Review, research and approve/deny exceptions across all CX and roadside assistance portions of Pinnacle program.
• Support Retail Innovation – Dealer Performance team in communications to field & dealers thru Global Connect Messages, emails, etc.

Additional Description

Required Skills and Experience:

• 3+ years of related experience
• Understanding of business processes in HQ and field organization
• Customer experience and project management background
• Excellent Communication Skills
• Demonstrated success in developing strong working relationships across many layers of an organization & across cultural boundaries
• Developing presentations for leadership and business

• Ability to work independently and deal with conflicting priorities
• Ability to think strategically and creatively
• Knowledge of GM systems
• Maintain high degree of computer proficiency

Desired Skills and Experiences:

• Automotive experience (OEM &/or retail) including customer service and/or customer issue resolution
• Experience in working with automotive dealers and the pressure points of their business
• Culture change initiatives
• Working with automotive dealers and/or a franchise network, field Experience preferred

Required Education:

• Bachelor’s Degree

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.

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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. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

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