OnStar CRM Marketing Manager

Job Description

Hybrid: - Position does not require an employee to be on-site full-time but the general expectation is that the employee be onsite three (3) days a week to the Markham or Oshawa offices of General Motors of Canada Company.

The OnStar CRM Manager plays a key role in the success of OnStar by communicating with our existing customers, balancing the drive for revenue with ensuring a healthy database and flawless CRM communications.

Focused on putting the customer at the centre of everything we do, this role is responsible for leading the strategy and execution for all OnStar CRM communication activities in Canada. Working closely with the US marketing team and agency partners, the successful candidate will understand the US strategy and adapt it for the Canadian market, along with building new campaigns specific to Canada. This role will build and execute the customer journey for OnStar CRM, working cross functionally with the OnStar marketing team, Vehicle Brand Teams and the Enterprise CRM Manager to ensure a consistent and seamless experience for the customer, while driving revenue.

Responsibilities
 

• Maintaining and growing the OnStar Canada customer database by identifying strategies and opportunities to educate customers about our product and service offerings, drive value to our customers through targeted campaigns and increase customer subscription revenue by utilizing remarketing strategies
• Developing the strategy and customer journey for OnStar CRM in Canada
• Building and managing the OnStar CRM calendar for Canada
• Developing and briefing agencies and internal teams on campaigns, including identifying audiences to target, testing opportunities and creative recommendations.
• Working with the OnStar analyst to understand campaign results and implementing changes to optimize performance
• Maintaining the health of the customer base by monitoring unsubscribes and recommending changes to mitigate increases
• Collaborating closely with the US CRM team to understand campaigns and recommend path forward for Canada, followed by execution
• Working closely with the remarketing team and OnStar analyst to develop campaigns that increase revenue and reduce churn
• Working closely with the enterprise CRM manager to identify areas of collaboration and intersections of communications with vehicle brands
• Working with the OnStar team to develop targeted programs to increase revenue
• Communicate and collaborate with other CRM SMEs around the globe, applying & sharing best practices as appropriate
• Working closely with US counterparts to execute other one to one communications on various other channels like SMS, mobile and in-vehicle

Required Skills 
 

• Drive for Results - Gets things done (High Capacity, High Quality Output, Quick Pace)
• Direct experience with working on email campaigns from briefing to execution
• Knowledge of Customer Relationship Management processes and practices
• Knowledge of CRM systems and transactional database marketing an asset
• Working knowledge of CASL, privacy and email best practices
• Understanding of audience segmentation and personalization
• Experience with executing A/B testing and delivery optimization
• Analytical mindset with the ability to interpret email analysis and insights into effective changes to optimize performance
• Creative thinker, passion for continuous improvement in email marketing strategies
• Ability to work cross-functionally
• Strong presentation skills
• Strong analytical and computational skills
• Comfortable with ambiguity
• Strong organizational skills

Education and Training
 

• College / University degree (business/marketing/advertising)
• Minimum 3 - 5 years experience in a marketing role, with specific email experience
• Proficiency in French an asset

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.

Equal Employment Opportunity Statement

Accommodation is available for applicants with disabilities. Should you be contacted by General Motors of Canada, please advise if you require accommodation. General Motors of Canada values diversity and is an equal opportunity employer.