CX Operations Analyst

Job description / Role

The purpose of this role is to manage the consolidation of all data touch points and extracting insight. The individual would support the efficient management of CX operations, manage all CRM tools and related processes, as well as help supporting implementation of CX initiatives at dealers.

Also coordinate agency teams to develop and execute supporting processes for acquisition and retention and deliver on pre-defined SLAs, while keeping internal teams up-to-date on available tools and how they can be applied.

The individual would work cross-functionally internally and across the Dealer network to ensure MEO’s CX Operations approach is clear to all teams.

Key Responsibilities:

Database Management & Intelligence
• Support on the database transition project activities such as data management, UAT, Trainings etc.
• Handle operational management with the database management agency. (Tickets, Data extract briefs, reporting etc.)

CX Initiatives and key projects
• Work closely with the agencies on dealer/GM inquiries.
• Ensures agencies implement the right CX processes to deliver to GM in a timely manner
• Continuously improves all elements of lead management; ensure proper assignment, partitioning for third-party data, lead follow-up and re-activation processes, as well as Dealer BDC support.
• Coordinate direct pre-event / campaign operations.
• Source and generate vertical database list pulls for outbound campaigns.
• Ensures quality controls are in place and closely monitored.
• Responsible for supporting the various departments in the timely and efficient implementation of engagement plans.

Customer Understanding
• Analyses and improves data gathering initiatives / customer insights.
• Provide training and ongoing support as required; orientation on CX operations, lead and opportunity follow-up, custom reporting/templates, and "how tos".
• Assists in refining the Data Strategy for GM and the dealer network.
• Work with the Dealers on improving data quality, CRM insight, processes and handling day-to-day queries.
• Delivers on dashboards with accompanying insights across CX touchpoints

Competitive Intelligence
• Maintains close links to the sales, marketing, customer service teams and agencies to ensure operations are well-planned.
• Keep up to date with the CX being delivered in the region as well as trends that need to be monitored.

GMI integration and collaboration
• Ensure GMIO is updated on local progress and is provided with learnings.
• Support on the upcoming GMI Projects related to CRM activities.

Requirements

• Bachelor's degree in marketing, business, communications, IT or equivalent education
• 1 – 2 years CRM experience
• Eager to learn CX operations, database management activities and fulfillment basics as well as customer focused analytics
• Project Management skills
• CRM and Lead Management understanding

Skills:
• Strong personality to drive the required culture change

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.