JOB DESCRIPTION

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.

REQUIRED SKILLS AND EXPERIENCE

• Proven Marketing & Advertising knowledge including creative process and media buying
• Significant Digital marketing & social media knowledge
• Experience with working with multi-vendors to achieve marketing & advertising success
• Strong knowledge with Dealership Financial Statement & repair orders
• Demonstrated leadership and influencing skills
• Strong Interpersonal, oral, written, and presentation skills
• Demonstrated ability to organize and manage several projects at the same time
• Provide guidance on programs to be leveraged by field team members
• Extensive analytical capability & experience with managing department/project budgets
• Proven problem-solving skills
• Initiative to drive the Customer Pay & Part Sales business
• Lead by influence
• Periodic travel required

PREFERRED SKILLS AND EXPERIENCE

• Knowledge of GMCC Customer Care & Aftersales processes and systems
• Field Customer Care and Aftersales experience
• Knowledge of US Customer Care and Aftersales functions, key people, and processes
• Knowledge of Cognos, Online Service Scheduling, GM Parts Sales Reporting System (SRS), Dealer Direct & Service Leads, Enterprise Data Warehouse

EDUCATION AND TRAINING

• University Degree (Commerce or Business preferred)

ROLE SUMMARY

Reporting to the Director of Service Operations, the National Manager – Certified Service, leads the strategy, development, and execution of Certified Service Marketing, Customer Pay Growth, Service Retention, Customer Satisfaction, and the Service Lane and Training Strategy. The main objectives of this role are to raise the opinion and consideration of Certified Service to further develop the Dealer Customer Pay business, GM Parts Sales, Customer Retention, and Satisfaction.

KEY RESPONSIBILITIES

• Develop and execute the annual Certified Service marketing plan through National, Dealer Marketing Association boards, and Dealer campaigns to drive Certified Service brand consideration, while increasing GM Dealer service traffic and revenue. Provide Strategic direction and be the key point person to foster the National and Regional Marketing Agency relationship. Manage and monitor the Certified Service Advertising budget and continue to look ahead and ensure utilization of current and new marketing mediums. Communicate key Service Retention & Advertising strategies to the CCA field organization and Dealerships.
• Work cross functionally with vehicle brands and enterprise marketing to leverage GM assets and programs to further develop the Fixed Operation Business. Interact as a key liaison with outside advertising vendors/partners.
• Provide and execute key processes/tools (National Website, Customer Sales Service & Retention (CSSR), Dealer Direct, CSI, Online Service Scheduling, Service Plus Training, Service Lane Strategies) to standardize service lane processes, improve shop productivity, and drive Customer Pay and Parts revenue. Draw insights and knowledge from Dealer Direct etc. to drive advertising campaigns and strategic programs.
• Provide oversight and direction with reporting and analyzing key CCA deliverables such as Dealer Customer Pay results, Customer Retention, and Customer Satisfaction. Collaborate with the National Sales & Marketing Manager – GM Parts to create complementary sales strategies.
• Provide supervisory support and leadership to a team of 6 Direct Reports.