Customer Value Operations Manager

Job description / Role

The Customer Operations Manager is responsible for all facets of Customer Management - Marketing, Sales & Customer Service, operations.

Key Responsibilities:
- Leads and manages agency teams to develop and execute supporting processes for acquisition and retention and deliver on pre-defined SLAs
- Ensures agencies implement the right processes to deliver to GM
- Manages performance-based payouts for agency teams
- Drives team performance and timely project completion
- Manages multi-partner relationships and ensure they all work to complement each other.
- Assists in refining the Data Strategy for GM and the dealer network
- Leads the implementation of the Data and Enabling Technology Strategy
- Identify data challenges and provide key metrics & solutions
- Analyses and improves data gathering initiatives
- Oversees data collection and usage
- Owns profiling initiative
- Manages the analysis and development of Valuscope and the Life Time Value model
- Manage the consolidation of all data touch points and extracting insight
- Ensures quality controls are in place and closely monitored
- Leads the implementation of the new database solution
- Leads and manages the set-up and implementation of the new Fulfillment and Data Entry operations
- Ensures the teams are aware of how to interact and put forward their needs to the fulfillment vendor.
- Ensures quality controls are in place and closely monitored
- Continuously improves all elements of lead management; ensure proper assignment, scoring tracking, partitioning for third-party data, lead follow-up and re-activation processes
- Provide lead opportunity visibility for teams, including access to counts, custom reporting and dashboards
- Manage list usage; execute list testing, 1-2-1 sends, and campaign reporting
- Source and generate vertical database list pulls for outbound campaigns
- Coordinate direct pre-event / campaign operations
- Execute scoring and process revisions for qualifying sales-ready leads Campaign ROI, funnel analysis and reporting metrics management
- Responsible for supporting the various departments in the timely and efficient implementation of engagement plans
- Works closely with Global and regional teams on bringing best practice and thought leadership to ME operations
- Keeps internal teams up-to-date on available tools and how they can be applied
- Provide training and ongoing support as required; orientation on CVM operations, lead and opportunity follow-up, transitioning of territory data, custom reporting/templates, and "how tos"
- Maintains close links to the sales, marketing, customer service teams and agencies to ensure operations are well-planned
- Other tasks as deemed appropriate to accomplish the job requirements

Requirements

- Bachelor's degree in marketing, business, communications, IT or equivalent education / experience
- Strong analytical and communication skills; capable of understanding and interpreting customer marketing, sales and service data and reporting findings
- Must have strong knowledge of database and fulfillment basics as well as customer focused analytics
- At least 3-5 years experience in Database Marketing, Database operations, DM techniques and execution, CVM infrastructure and tools and Analytics

Competencies:
- Integrity and Trust
- Drive for Results
- Managing and Measuring Work
- Functional / Technical Skills
- Customer Focus

About the Company

General Motors Company (NYSE:GM, TSX: GMM), one of the worlds largest automakers, traces its roots back to 1908. GM and its strategic partners produce cars and trucks in 31 countries, and sell and service these vehicles through the following brands: Buick, Cadillac, Chevrolet, GMC, Holden, Isuzu, Jiefang, Opel, Vauxhall and Wuling. GMs largest national market is China, followed by the United States, Brazil, the United Kingdom, Germany, Canada and Russia. GMs OnStar subsidiary is the industry leader in vehicle safety, security and information services.

With its global headquarters in Detroit, GM employs 209,000 people in every major region of the world and does business in more than 120 countries. GM is headquartered in four major locations: GM Europe; North America (GMNA); South America; and GM International Operations (GMIO) is located in Shanghai, China. GMIO covers Asia Pacific and Middle East.

GM Middle East started in 1920s and the brands that are sold in the region are Cadillac, Chevrolet and GMC supported by a unique set of customer-focused services. GM parts and accessories are sold under the GM Parts and ACDelco brands. The regional office in Dubai covers the companys operations in Bahrain, Iraq, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, UAE and Yemen in 20 dealerships.

GM has 2 facilities here in Middle East one is in Dubai World Trade Centre and the other, Middle East Distribution Corporation, which is located in Jebel Ali.