Manager, Chevrolet Sales Effectiveness & CX

GM•Warren, MI

1d•Hybrid

About The Position

As the Manager, Chevrolet Sales Effectiveness & Customer Experience, you will collaborate with executive and senior leaders across Chevrolet, Buick, GMC, Cadillac, Sales Operations, Marketing, and Program Teams to help run the business and drive performance across the enterprise. In this role, you will lead and support a broad portfolio of programs, including Field Performance Reporting, Logistics, Customer Experience Cases, Digital Leads, and Phone Handling. You will also be responsible for developing individual team members and strengthening overall team capability within a high-performing organization. This is an opportunity to work across iconic automotive brands and join a dedicated, dynamic, and highly engaged team.

Requirements

7+ years of experience in marketing, sales operations, and/or field sales
Bachelor’s degree required
Strong knowledge of field and dealer operations
Experience with dealer program guidelines and systems such as CSI, MOE, EZQ, or other dealer sales operations databases
Experience leading people and managing complex organizations and cross-functional teams
Strong Excel and data analytics skills to support cross-functional initiatives and business strategies

Nice To Haves

Strong ability to solve complex, cross-functional business problems
Ability to adapt quickly and manage change effectively
Sound judgment and the ability to make trade-off decisions across competing priorities
Strong collaboration skills and the ability to work effectively across functions
Demonstrated leadership capability and effectiveness in a people leader role
Ability to manage multiple assignments in a fast-paced environment
Excellent verbal and written communication skills
Highly developed presentation skills
Ability to travel as needed

Responsibilities

Lead Regional Director deck consolidation and support sales effectiveness field calls
Manage a variety of reports and dashboards, including field performance, digital leads, manifest lists, logistics tracking, and Customer Satisfaction Index (CSI) reporting
Lead Chevrolet BrightDrop initiatives and field integration efforts
Manage the Chevrolet Masterfile and execute digital lead reporting on a weekly, monthly, and quarterly basis
Resolve customer experience issues in partnership with the field and the Customer Assistance Center (CAC)
Manage the relationship with J.D. Power to support continued award-winning performance
Manage the relationship with Marchex and oversee call performance handling across the dealer network
Lead additional programs including Mark of Excellence (MOE), Dealer of the Year (DOTY), J.D. Power, National Automobile Dealers Association (NADA), and the customer acknowledgment form process
Maintain Chevrolet Brand Headquarters content
Manage Chevrolet Super Cruise strategy and tracking
Lead Chevrolet EV strategy, including EV dealer status, EV Business Function Unit (BFU) code status, EV sales effectiveness tracking, and GM Energy cross-functional initiatives
Manage and maintain Chevrolet retail innovation initiatives, including Digital Retail Platform (DRP), Mobile Service+, and Fulfillment Centers
Support team development and foster a high-performance, collaborative work environment