Customer Lifecycle Management Specialist

Description
We're seeking an experienced Customer Lifecycle Management Specialist to become and essential member of CRM & Data team, within GM Europe Marketing.
This individual will activate the GM Europe Customer Interactions Strategy, engaging with the customers and potential customers at every stage of their journey with the aim to move them further on their lifecycle, from awareness to consideration, conversion, loyalty, and advocacy.
This role will heavily rely on a deep passion for data driven consumer-first mindset, strong background in omnichannel CRM strategies and hands-on experience on Martech solutions to enable them. The ideal candidate possesses a blend of technical expertise, strategic thinking, and a passion for optimizing customer interactions.
Key Responsibilities

• Implement and enhance comprehensive customer lifecycle strategies aligned with business goals.
• Collaborate with internal teams to align customer interaction activities with overall business objectives in a compliant way (Regional and Global Marketing, Commercial, CX, Customer Care and After-sales, Product, Legal, etc.)
• Define relevant segments for targeted and effective communication strategies execution.
• Coordinate with GM Europe Marketing Content Manager to obtain relevant content for each communication.
• Lead and execute the end-to-end development of customer lifecycle journey multichannel interactions (Email, web and mobile app personalization, instant messages apps, and mobile app push notification) from ideation to testing and deployment, leveraging Adobe Experience Platform as Martech solution.
• Analyze direct to customer marketing interactions performance to optimize journeys and apply drive data-driven improvements.
• Conduct A/B testing and continuously optimize customer journeys for engagement and conversion.
• Implement personalization strategies to tailor customer interactions based on preferences and behaviors.

Additional Description
Required Skills and Experience

• Bachelor's degree in marketing, Business, Computer Science, or related field.
• 3+ years of Direct to Customer business experience, automotive industry experience is a plus.
• 3+ years' experience as a Lifecycle Management specialist with expertise in CRM platforms and marketing automation tools, ideally Salesforce and Adobe Experience Platform (CDP Realtime, Adobe Journey Optimizer and Adobe Target).
• Strong understanding of customer lifecycle management, journey mapping, personalization, and segmentation.
• Excellent analytical and problem-solving skills.
• Strong communication and collaboration skills.
• Detail-oriented with a focus on delivering high-quality results.
• Customer-Obsessed Mindset: Ability to create a customer-centric mindset and make it a fabric of our DNA.
• Outcome-Oriented: Ability to clearly articulate desired outcome(s). Possess ability to assess complex situations quickly, assess risks and be decisive.
• Team Building: Possess strong partnership skills with a history of collaborating across organizational boundaries.

About the GM Europe Marketing Team
Members of the GM Europe Marketing Team will be pioneers in the EV movement, energized to connect people to what matters and create a movement towards a better, more sustainable future for all. Our passion fuels our focus to be the best - a Customer Experience icon inspiring trust, passion, and confidence in our brands. We put employee and customer safety first - always! We act as one team, driven to make everything and everyone around us better. We love delighting customers, bringing together the most innovative, digitally centric human experiences customers love. We strive for excellence through empowered teams, business agility, and continuous learning resulting in a most admired place to work.
About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join Us
We aspire to be the most inclusive company in the world. We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
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Diversity Information
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire
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