Job Description
Work Arrangement
This role requires an employee to be onsite on a full time basis.
What You’ll Do
1. CRM Strategy Design and Execution: Plan and iterate the comprehensive CRM development strategy across all touchpoints. Effectively coordinate resources across various business departments to ensure successful strategy implementation.
2. CRM Indicator System Management: Based on the brand's development stage, iterate the CRM Indicator system, adjust key control indicators, and set target values for critical indicators.
3. Satisfaction System Management: Develop an NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) indicator system and a closed-loop satisfaction management mechanism based on the brand's development. Promote the resolution of overall satisfaction issues.
4. Content Operations Management and PMO: Monitor and analyze private domain content operation data, provide suggestions for improvement, and collaborate with relevant departments to source the required content materials, enhancing the quality of content operations.
5. Data Analysis and Business Insights: Monitor and analyze CRM data across the entire lifecycle (including satisfaction data), identify key operational issues and opportunities, and work with the PMO team to drive problem resolution and effectiveness monitoring.
6. Dashboard Management Support: Assist data team in improving user operation data collection channels and tagging, coordinate the development and iteration of digital products related to CRM, and support the building and optimization of CRM indicator dashboards.
Additional Job Description
Your Skills & Abilities (Required Qualifications)
1. Over 7 years of experience in CRM, satisfaction management, and user operations, preferably with D2C (Direct to Consumer) experience in the automotive industry.
2. Strong strategic thinking and foresight, with excellent learning ability.
3. Exceptional leadership and problem-solving skills, with the ability to effectively identify issues and understand their core nature.
4. Excellent cross-team communication skills, capable of coordinating cross-departmental PMO management to ensure effective project implementation.
5. Strong data analysis skills and a solid understanding of CRM business, with the ability to quickly gain business insights through data analysis.
6. Comprehensive understanding of content operations, with the ability to plan high-quality content from a user perspective and collaborate with content production departments to enhance the brand, service, and product experience and reputation.
7. Fluent in English, with proficiency as a working language.
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.
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.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.