Sponsorship: GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.
Work Arrangement: This role is categorized as hybrid. This means the successful candidate is expected to report to the office when there are meaningful engagements such as trainings, townhalls and executive visits
The Role
The Global Ops Coe in Manila is a developing team about world class delivery, customer support, driving a disruptive shift in strategy, structure, systems, processes, and technology across the enterprise under GM Sales Services and Marketing (SSM) function.
A team in Manila will be established to be responsible for the back-end operations of CarBravo dealer coordination on sales performance to be referred as “SSM Global Ops CoE - CarBravo Remote Field Force”. Manila Consultants are expected to receive calls on support for dealers engaging in the CarBravo platform. They will be also tasked to call US Carbravo dealers to coordinate on their sales performance.
What You’ll Do
- Develop CarBravo Process Acumen and Knowledge: Socialize and serve as Subject Matter Expert (“SME”) with comprehensive understanding of the features, values, and benefits of, and enrollment in current CarBravo Program product offerings. – training(s) to be provided
- Enhance Dealer engagement and satisfaction through proactive outreach and support with Dealers to inform them about new, relevant programs, updates, and promotions.
- Responding in a timely manner to Dealer inquiries and providing timely access to information on program details, resources, process assistance, and troubleshooting.
- Improving Program adoption and compliance by addressing Dealer concerns promptly, assisting Dealers with resolving issues related to the Program, including inventory management, compliance, pricing strategies, and warranty concerns.
- Streamlining communication between Program management and Dealers
- Maintaining a high level of satisfaction with Dealers through consistent, reliable, and professional support
- Help maximize Dealer Pre-Owned operations including throughput, sales, retention, sales and service profitability, and customer loyalty.
- Proactive outreach to ensure Dealers are aware of available resources, compliance requirements, and upcoming deadlines.
- Reputation Management: Advise Dealer on recommended actions to improve online reputation.
- Call Tracking and Analytics: Advise Dealer on tracking analytics for better insights to reduce Call Fail Rate (“CFR”).
- Optimize Inventory: Advise Dealer relative to the appropriate quality and quantity of vehicles to be Certified for the Dealer’s market.
- Website Inventory: Advise Dealer on best practices and how to manage and optimize online inventory.
- Website Analytics: Analyze website performance and user behavior.
- Website traffic to Lead Conversion: Advise Dealer on website Call to Action, Forms and Click to Call Strategies to convert traffic to leads.
- Script/FAQ Development, Maintenance, and Customer Approval: Develop scripts and frequently asked questions for Customer ensuring Customer input and approval prior to using the scripts/FAQs in the CBCC. Maintain such scripts/FAQs ensuring that the information is fresh and accurate including getting Customer approval for any material changes to them;
- Other expansion of digital-related roles in line with Carvbravo such as: Search Engine Optimization (“SEO”): Advise Dealer on how to enhance search engine visibility to drive organic traffic; Social Media (e.g., Promoboxx): Advise Dealer relative to social media presence and promotional campaigns and best practices; Google Business Profile (“GBP”): Advise Dealer on how to set up, optimize and manage Google Business Profiles. Digital Advertising: Advise Dealer in conjunction with Dealer Digital Solutions (“DDS”) Digital Advertising vendor on campaign optimization.
Your Skills & Abilities (Required Qualifications)
- 3-7 Yrs experience in related role or industry e.g. Customer Service, Business relation Ship management, L1/L2 Issue resolution, Customer Analytics
- Degree in Business, Marketing or Equivalent Experience
- Strong communications and negotiation skills
- Ability to build and maintain relationships
- Ability to be a trusted resource for Dealership clients
- Ability to interpret and explain data and solve complex problems
- Experience with U.S. based clients is preferred (CarBravo a mainly US platform)
- Affinity with technology and/or familiarity with analytics tools and techniques
What Will Give You A Competitive Edge (Preferred Qualifications)
- Highly proficient in Microsoft Office applications
- Highly motivated and willing to learn and take on new challenges
- Demonstrated ability to work cross-functionally, in an internal or external consulting role, with proven ability to effectively execute projects and deliver results
- Ability to work independently and with urgency to complete tasks in a dynamic, fast-paced environment
- Ability to travel on an infrequent basis
NOTE: This is a Night shift schedule.
