Onstar Business Solutions (Obs) Customer Experience (Cx) Manager

About OnStar:
Are you a Sales driven Marketer who has passion for Innovation & Technology? Do you want to play a leadership role in developing strategies that deliver revenue and subscription growth?
The Business Performance Sales & Marketing Manager – OnStar Canada plays a key role in driving the success of OnStar and Connected Vehicle Subscription Services. Focused on putting the customer at the center of everything we do, this role is responsible to lead and manage OnStar and Connected Vehicle Services retail performance, develop and drive sales & product marketing strategies for SXM and work with cross-functional / cross-border colleagues on the broader OnStar team to launch programs that deliver a more protected and connected experience for Canadian consumers.
At General Motors (GM), our OnStar team is a team that lives within Innovation. Our Vision is to Empower our Customers and our Employees, Keep it Simple, Earn Trust and lead our industry into the future.
The OBS Customer Experience Manager plays a key role in driving the OnStar Business Solutions products and services growth in Canada. This position works closely with both internal Fleet teams as well as our Fleet and small business customers to both develop new OBS customer relationships and expand upon those existing. The OBS CX manager provides proactive and ongoing relationship management support to key accounts including white glove onboarding and real-time customer support. This role is cross functional and works cross functionally within the OBS US/CA team.
Responsibilities:

• Leverage data and analytics to develop and recommend opportunities to drive continuous improvement of business performance
• Support planning and execute countermeasures designed to hit monthly and annual KPIs
• Support project initiatives to improve OBS Products & Services
• Provide seamless onboarding experience, as well as, proactive and ongoing relationship management support to key accounts
• Seek out opportunities to engage with and demonstrate business value to potential OBS customers
• Support creation of sales and marketing material for customers, dealerships, and fleet sales staff
• Work with contact centre partners to ensure Canadian customer support processes including quality are in place
• Support Canadian customer satisfaction evaluation and feedback process (VOC) and drive integration with continuous improvement and product development activities
• Conduct training for General Motors dealership and wholesale teams, including demonstrations of OnStar Business Solutions products and services.
• Nurture and grow existing OBS customer business relationships and accounts
• Build strong, productive relationships within GM Canada with Fleet Sales team, Legal, Dealer Fleet Sales personnel as well as US OnStar & OBS functional counterparts

Knowledge Required:

• Financial – understand and analyze financial performance and manage a P&L statement
• Technology – comfortable with advanced connectivity technology, in-vehicle technology, apps
• Operations – measuring performance (reporting), contracts, issue resolution
• Key components of Sales & Marketing (i.e. Revenue, Metrics, KPIs, 4Ps of Marketing, etc.)

Skills Required:

• Marketing: analytics, insights, product, packaging, pricing, promotion
• Engaging – effective at engaging & influencing others; easy to be around
• Gets things done (High Capacity, High Quality Output, Quick Pace)
• Communication – oral, written, presentation skills (MS Powerpoint)
• Analytical/problem solving – can simplify the complex, and comfortable with excel

Education & Experience Required:

• Ability to travel within Canada and the U.S.
• Bilingual an asset
• Experience working with Dealership Fleet Managers and Fleet & Commercial customers
• University degree (Business/Marketing) or relevant experience equivalent
• Customer Service Experience or OnStar Experience – 3 years minimum
• Driving sales performance in B2B and/or Fleet and Commercial (FMC / TSP) an asset

Sought Competencies:

• Personal Accountability – It’s on me to get it done!
• Drive for Results – grow sales & revenue
• Can deal with Ambiguity
• Engages others effectively - especially those without a reporting relationship
• Intellectual Capacity – ability to deal with detail and complexity; as well as, simplify for others

Additional
Compensation and Benefits:

• GM’s 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.
• GM’s comprehensive compensation and benefits plan is carefully designed and thoroughly benchmarked against the companies that we compete for talent in the local market.

The goal of the General Motors of Canada total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan currently includes the following benefits, in addition to many others:

• Tuition Assistance and Employee Assistance Program.
• Company and matching contributions to a Defined Contribution Pension plan to help you save for retirement.
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values.
• GM Vehicle Purchase Plan for you, your family and friends
• Healthcare, dental and vision benefits including health care spending account and wellness incentive.
• Life insurance plans to cover you and your family.
• Paid time off including vacation days, holidays, and supplemental benefits for pregnancy, parental and adoption leave.

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.