Description
Work Arrangement
This role is categorized as hybrid. This means the successful candidate is expected to report to the office at minimum three times per week or other frequency dictated by the business and two times per week remote.
The Role
The CRM Operations & Analytics Lead will support in the execution of CRM activities operating ambidextrously focusing on implementing effective strategies and initiatives including Lead management platform management, Marketing Communications, system integration management and analytics that enhance Vehicle Purchase Rates.
What You'll Do
Lead Management & Platform Management
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- Monitor and optimize CRM lead management platforms to enhance Dealer Sales User interfaces, improving efficiency and lead conversion rates.
- Ensure accurate tracking and reporting for both digital and offline lead sources within CRM systems, collaborating with Dealer Partners and Partner Agencies. This includes managing lead source data, media channel tracking, attribution, data quality, and lead feedback from dealers.
- Identify and implement opportunities for data capture and enrichment through customer-facing touchpoints.
- Explore and establish new lead generation sources.
CRM Marketing
- Assist in developing and executing CRM communication strategies aimed at improving customer conversion, retention, and loyalty, with a focus on hyper-personalization.
- Oversee CRM communication deployment across various channels including Email, SMS, Push Notifications, and WhatsApp, coordinating with CRM agencies to ensure campaigns are delivered on time with minimal defects & continuously limiting Customer Unsubscribes/Customer Exit.
- Support the implementation of A/B testing and multivariate testing frameworks to continually enhance CRM communication engagement and boost conversion rates.
- Assist in the ideation of new Customer Lifecycle or Leads-to-Sales Opportunities for CRM Communications that improve Conversion Rates, Customer Lifetime Value & Vehicle Repurchase Rates.
Analytics, Insights, and Reporting
- Prepare accurate and timely periodic business reports for internal stakeholders and dealer partners.
- Monitor database health and campaign metrics, making necessary adjustments and process improvements.
- Transition manual reports into automated, user-friendly dashboards that reflect key performance indicators (KPIs) for MEO Business, Marketing, and Dealer-specific metrics.
- Contribute to evolving the quality and insights of campaigns and regular reporting and laying the groundwork for future predictive analytics and AI/ML initiatives.
CRM Operations
- Assist in the providing of requirements for the integration of CRM platform and Marketing Communication Tools with various systems to streamline workflows and enhance data accuracy.
- Maintain effective communication channels with dealers and key business partners, managing requirements, initiatives, and project milestones with agility.
- Support the management of CRM and data partner agencies for day-to-day operations, ad-hoc projects, and administrative tasks, ensuring smooth coordination and execution.
Additional Description
Your Skills & Abilities
Knowledge and Experience:
- 1-2 years of experience as a CRM Specialist with a strong grasp of lead management processes, CRM best practices, and omni-channel strategies
- Basic familiarity with marketing automation platforms, automated reporting tools, and CRM systems, including lead management and customer data platforms
- Foundational understanding of CRM reporting frameworks with some experience in automation and near real-time reporting
- Exposure to Salesforce tools (SalesCloud/Marketing Cloud) or Adobe tools (Adobe Experience Platform/Adobe Campaign) is advantageous.
- Experience with WhatsApp outbound marketing is a plus.
- Proven ability to collaborate and negotiate effectively across diverse teams.
- Proficiency in English; Arabic language skills are an asset.
- Previous experience in the automotive OEM sector or related fields is a bonus.
Education:
- Bachelor's degree in marketing or business.
Skills:
- Very strong multi-tasker with negotiating, facilitation and influencing skills.
- Polished presentation, communication, and strong interpersonal skills.
- Critical thinker, with excellent organizational and time management skills.
- Creative problem-solver with a high degree of business acumen.
- Ability to embrace and respect the team culture approach and contribute to an inclusive environment.
- Ability to explain difficult and complex problems and solutions in simple terms to drive decisions.
About GM
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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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Diversity Information
General Motors is committed to being a workplace that is not only free of unlawful 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 encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire
Equal Employment Opportunity Statement (U.S.)
General Motors is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Accommodations (U.S. and Canada)
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