Job closed
Ref: KP687-52
Job description / Role
The Customer Operations Manager is responsible for all facets of Customer Management – Marketing, Sales & Customer Care & Aftersales operations.
In addition to central database management, fulfillment operations and Call Center operations, the Operations Manager will support the Marketing, Sales & Customer Service departments with other operational requirements including managing execution of ongoing as well as new consumer activities, access to counts, reports, etc. The Operations Manager would also lead all the analytical requirements for GM. The ideal candidate will be detail-oriented, independent and possess strong process, analytical and communication skills.
The individual would be responsible to lead the successful architecture and implementation of operational processes and analysis for effective and cost efficient use of Customer Value Management (CVM) tools to maximize ROI.
• Manages the database services with the global vendor.
• Leads and manages the set-up and implementation of the Fulfillment and Data Entry operations
• Manage all aspects of execution and reporting of ongoing CVM activities with the DB, Fulfillment and CCC vendor
• Streamline reporting for CVM – Marketing, Sales & Customer Service activities; ensure data alignment and consistent reporting
Minimal travel is required for this position
Requirements
Knowledge:
• Strong knowledge of database and fulfillment basics as well as customer focused analytics
Skills:
•Strong analytical and communication skills; capable of understanding and interpreting customer marketing, sales and service data and reporting findings
Experience/Education:
• Bachelor's degree in marketing, business, communications, IT or equivalent education / experience
• At least 3-5 years experience in Database Marketing, Database operations, DM techniques and execution, CVM infrastructure and tools and Analytics
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.