Buick + GMC Lifecycle CRM Manager

Description

The Buick + GMC Lifecycle CRM Manager is responsible for driving strategy, innovation and outcomes for Buick and GMC 1:1 customer communications across the full ownership journey, including Lifecycle, Tier 1 Retail, and Owner Engagement.

As part of the Lifecycle Marketing team, this role owns the performance of every Buick and GMC customer interaction, from acquisition through the entirety of ownership with channel implementation across email, direct mail, SMS, in-app, and in-vehicle. This includes Tier 1 retail communications which sit within this role’s scope alongside core Lifecycle CRM. A successful candidate will have a passion for customer engagement, experience in cross-channel, outcome-based marketing, and an innovative spirit aimed at testing, learning, and optimization.

This role leads a team including dedicated resources supporting Buick CRM, GMC CRM, and broader CRM/Retail execution, plus a dedicated Customer Experience and Recovery Communications resource focused on proactive, issue-resolution, and journey-based recovery communications.

You should be able to leverage research, best practices, user behavior, and customer insights to inform decisions and recommendations.

What You’ll Do:

In this role, the Buick + GMC Lifecycle and Retail CRM Manager will focus on the following:

Lead a performance-driven team spanning Lifecycle, Retail, and Owner Engagement communications for Buick and GMC

Own strategy for tailored, customer-centric campaigns across the full ownership journey, including Retail

Accountable for high-value behaviors and sales targets

Use data and insights to refine campaigns across all phases of the customer journey, focused on personalization, leveraging available owner data, research, and insights

Partner with teams across all phases of the customer journey, including Retail-specific touchpoints

Collaborate with all GM partners in line with corporate behavior expectations

Oversee review of all created materials across Buick and GMC CRM and Retail creative

Champion Buick and GMC materials, endorsing the right message, right timing, and right channel

Present to leadership across multiple organizations, share best practices amongst brands and other GM partners

Manage budgets

Lead and grow emerging marketing talent

Your Skills & Abilities (Required Qualifications):

Four-Year Accredited College Degree

7+ years of CRM and digital marketing experience

Demonstrated experience leading and developing people, including through formal, interim, acting, or project-based leadership assignments

Direct agency experience or agency management experience

Demonstrated ability to work independently with minimal supervision

Ability to manage multiple priorities and urgent requests in a timely, high-quality manner

Strong organizational and planning skills in an ambiguous and continually changing environment

Highly developed oral and written communication skills, with strong attention to detail

What Will Give You a Competitive Edge (Preferred Qualifications):

Advanced/Master’s degree in a marketing or business-related field (preferred but not required)

proficient in Adobe tools/platforms

Capable use of modern marketing tools such as AI/ML or leading-edge digital channels

Experience with complex integrated/automated marketing campaigns and segmentation strategies

#LI-MO1

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. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc.)

This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.

This job may be eligible for relocation benefits.

About GM

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