Hybrid - This role is categorized as hybrid. This means the successful candidate is expected to report to the Oshawa Elevation Centre three times per week, at minimum.
The Customer Care and Aftersales (CCA) Strategy Manager is a critical position within CCA Canada, responsible for the coordination, development and cross function execution of the short-, medium- and long-term transformational business strategy and plan.
The ideal candidate embodies GM’s Behaviors and is committed to our customers, motivated by change and major transformation, and has the desire to drive enterprise value. Strengths should include embracing change, developing long-term strategic vision that delivers customer success, cross functional collaboration, and leading through influence across the GM enterprise. Strong organizational skills are required to effectively prioritize and find energy in an ambiguous / fast-paced environment.
The individual will be expected to consult and engage with stakeholders and senior leadership team members and collaborate with other Strategy and Business Managers within the company.
In addition, this role is responsible for managing dealer communication, leading efficiency projects, and partnering with all departments (Sales and Marketing, Service Operations, Parts Distribution Center Network, Oshawa Operations, and Finance) to drive business plan execution and innovation. This position uses business acumen, marketing and research data, industry insights, and connections with CCA US strategic initiatives, to work with the Leadership Team to improve and drive the CCA business in Canada.
Key Deliverables and Responsibilities:
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Develop and measure CCA transformational strategic plan and priorities, long term and near term, to drive revenue in channel of choice while delivering value to our customers, our dealers, and the GM Enterprise.
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Manage projects that support CCA-wide initiatives, ensure traction of initiatives, track status and create report outs.
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Identify business opportunities and work with the management team within CCA on action plans to move the business forward
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Coordinating annual business and budget planning cycle (Mid and Long Term Planning)
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Provide CCA Leadership with ongoing economic market trends, industry insights and transactional data analytics to drive the business forward
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Responsible for ensuring that all business deliverables are identified and accounted for in the business plan with responsibility and due dates; continuously monitor and report on initiative status.
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Work closely with the organization to develop dealer communications strategies and material for the Customer Care and Aftersales Leadership team.
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Lead coordination initiatives for the Fixed Operations Advisory Board (FOAB), Dealer Communications Team (DCT) and Executive Roundtable Tours, relative to Aftersales. In addition, assist in content planning and execution of Dealer Conferences (aftersales portion).
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Developing tracking scorecards and metrics to illustrate status and ownership
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Managing the full scope of CCA Leadership meetings, from agenda development to meeting facilitation to follow-up on action items
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Own leadership communication strategy and help develop succinct deliverables through exceptional story telling. Develop leadership messaging and content for strategic and operational reviews and forums.
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Develop relationships with US and global CCA functions to learn and share best practices and stay connected to key strategic initiatives
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Provide directional insight to assist employees with navigating the organization and accomplishing goals/tasks.
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Execute special projects and data analysis.
Qualifications and Experience:
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Post Secondary Education required
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Bachelor’s degree preferred or equivalent experience
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4 years experience in GM, CCA &/or Dealer Contact Field Experience an asset
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Project management experience
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Change management experience and ability to motivate others through influence
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Organized self-starter and team player
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High level of data acumen and analytical ability where problems are very unusual and difficult
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Excel and PowerPoint proficiency and ability to present effectively. Demonstrated usages of AI would be considered an asset.
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Must be comfortable working with Senior Leaders and Executives within the organization
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Ability to work independently with minimal supervision
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Ability to organize and plan effectively, in ambiguous and continually changing environment
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High level of interpersonal skills to work effectively with, motivate and elicit work from others
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Willing to offer opinions and judgments and constructively challenge leadership
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Demonstrated ability to work in an action oriented, decision-making environment and be decisive
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Must plan and be able to anticipate risks associated with initiatives/tasks and have a plan to handle if encountered in highly visible live environments
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Strong leadership and management skills
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Ability to react and address urgent requests in a timely, and high-quality manner
Benefits:
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:
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Paid time off including vacation days, holidays, and supplemental benefits for pregnancy, parental and adoption leave.
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Healthcare, dental and vision benefits including health care spending account and wellness incentive.
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Life insurance plans to cover you and your family.
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Company and matching contributions to a Defined Contribution Pension plan to help you save for retirement.
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GM Vehicle Purchase Plan for you, your family, and friends.
GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP NOW OR IN THE FUTURE.
