Vacancy expired!
Overview
GM Financial's Assistant Vice President Digital Correspondence Channel Management leads the management of the company's outbound digital marketing channels as part of the company's Correspondence Center of Excellence. Your first responsibility is to hire great people and build out a team of product managers responsible for developing the roadmap and features for all unauthenticated digital customer communication channels, including email, messaging, SMS, push and billing statements. You will work hand-in-hand with the Correspondence Management AVP and team to determine the most effective digital channel for all customer communication - right channel, right audience, right time. This leader will be responsible for developing, implementing and supporting an Email, SMS and Push strategy with stakeholders. You'll serve as the liaison between the correspondence strategy team and the digital scrum teams who keep our digital channels running. All of this supports the company's business goals and helps drive customer satisfaction and a remarkable customer experience. This leader collaborates with the Correspondence Management team to understand their goals and deliver digital communication to the right audience, through the right channel, at the right time, whether that's email, SMS, chat, messaging or billing statements. This individual will also help support the company's experimentation strategy - always testing and learning to improve efficiencies, reduce costs and increase customer satisfaction.Maintaining strong relationships and working collaboratively with leaders across the organization are critical to this position as everyone has a stake in the customer experience and how we communicate to our customers. Having an in-depth knowledge of the customer journey, customer touchpoints, numerous GMF communication channels and using data to drive decisions will lead to success in this role. Ensuring that we create meaningful moments and interactions with our customers, live up to our brand promise, and earn customers for life is the ultimate goal for the person in this role. Responsibilities JOB DUTIES- Understand, communicate and commit to GM Financial's vision and strategies and translate those into action plans, processes and quality outcomes that support GMF's business goals.
- Build out a team that consists of engaged, well-qualified product managers for email, SMS, unauthenticated messaging and push notifications to define/develop roadmaps and implement features for these important customer channels.
- Work with the AVP Correspondence Management to understand priorities from the business and help prioritize backlog of work for the scrum teams.
- Develop and build an effective SMS/Push strategy, working with business stakeholders on appropriate use cases.
- Build a team and strategy for unauthenticated (non customer) messaging.
- Serve as an effective leader within GM Financial's Correspondence Center of Excellence where you and your team will provide input into digital communication requests to determine the most effective digital channel for that correspondence.
- Serve as a key leader on the company's Correspondence Governance Council providing input to help that group prioritize correspondence within the unauthenticated outbound communication channels.
- Collaborate with Privacy and Digital Marketing to document opt in/opt out preference processes and ensure that all digital correspondence channels adhere to regulatory privacy requirements.
- Establishes daily/weekly/monthly analytics to report on performance to ensure revenue, ROI, and other business goals are met.
- Measure the effectiveness of all digital channels and be able to report out results to stakeholders and leaders and provide input into the most effective channels for communicating with customers.
- Work closely with Correspondence AVP and team as they analyze Voice of Customer (VOC) data, satisfaction scores and other customer insights to continuously look for opportunities to improve the customer experience and create operational efficiencies.
- Foster an environment where team members can belong, discover and thrive in their roles.
- Encourage information sharing, seeking input from others and valuing diverse viewpoints.
- Coach, mentor and assist team members to establish a consistent level of quality, accuracy, compliance to departmental standards, state and federal regulations, and internal controls.
- Continuously engage in and scan all industries (inclusive and non-inclusive of auto finance) for best-in-class customer experience programs to identify emerging social, technology and business trends that inform our customer experience for the future.
- Perform other duties as assigned
- Conform with all company policies and procedures
- Advanced knowledge of digital communication channels including email, messaging/chat, SMS, push notifications
- Knowledge of product management and ability to oversee digital products
- Knowledge of agile and scrum
- Knowledge of analytics and optimization tools
- Ability to lead, manage and motivate a team.
- Be able to recruit, lead and develop a best in class marketing dept.
- Advanced marketing, communication or program management skills.
- Ability to present and represent CX and Marketing to all levels of the organization, including C-suite
- Experience building solid relationships across all departments and lines of business
- High level problem solving skills.
- Self-motivated
- Team player
- Ability to work in a fast pace environment with multiple projects.
- Strong project management skills
- Bachelor's Degree or equivalent work experience required
- Master's Degree preferred
- 5-7 years leadership experience or managing people required
- 7-10 years digital channel management, combination of: Adobe Campaign, Adobe Experience Manager, Email platforms, Data Integration, HTML Knowledge, SMS and Push required
- Subject to stressful situations
- Fast-paced office environment
- Strong focus on providing quality service to internal and external customers
- Work additional hours based on production demands requiring mandatory overtime
- Limited travel may be required to support business needs
- Must be able to deal with stressful office conditions while troubleshooting problems
Vacancy expired!