Enterprise Leads Solutions Manager

Description
This role is categorized as hybrid. This means the successful candidate is expected to report to GM Global Technical Center- three times per week, at minimum.
The Enterprise Lead Solutions Manager will work within the Vehicle Commerce Department under Digital Sales & Service organization. The Vehicle Commerce team is responsible for working in close collaboration with our regional field teams, direct to consumer teams, and our dealer partners to transform traditional retail sales tools and processes to improve the retail buying experience and lead conversion rates. Additionally, this department works cross-functionally within GM to improve the customer experience in both purely online as well as online to in-store, while adding e-commerce tools that allow customers to educate, shop, and buy on their terms.
Bringing a growth mindset, this position will lead front line efforts to create a best-in-class lead management strategy for both dealer and direct to consumer models (D2C). As customer habits continue to shift to a digital shopping and buying experience, it is critical GM establishes a leadership position in the vehicle commerce space for our brands, dealers and D2C partners. Working across the GM enterprise, this position will be key in defining the lead handling customer journey, creating Objectives and Key Results (OKR's), working cross-functionally with internal and external business partners, and executing an effective go-to-market lead management strategy.
Highly strategic, the ideal candidate will require the skillset to effectively communicate identified opportunities and recommendations to GM's internal stakeholders, dealers, and vendor partners. A deep understanding of B2B lead management best practices and CRM tools is required.
This position requires someone who is a self-starter, fast learner, and always thinks of the customer first. A progressive track record with a proven ability to lead change, collaborate and influence across all functions, effectively prioritize, and thrives in an ambiguous / fast-paced environment is a must. Additionally, this position needs to effectively communicate and build deep understanding of program value and impact across the enterprise to ensure buy-in and support of programs and initiatives into regular strategic priorities and innovation.
Additional Description
Key Leadership Requirements:

• Customer-First Mindset : Leverage insights and build / maintain a deep understanding of the customer shopping and buying journey.
• Strategic Thought Leadership : Possess business and strategic acumen with ability to communicate broader business vision to dealers and cross-functional product, business and/or technical teams.
• Team Building and Leadership : Track record of leadership and ability to influence at all levels; strong partnership skills with a history of collaborating across organizational boundaries and creating clarity from confusion.
• Outcome-Oriented: Articulates desired outcome(s), able to assess and make difficult decisions quickly, and works collaboratively to drive retention and growth.
• Business Acumen - Strong B2B acumen, P&L experience, agile decision-making, ability to formulate a strong POV and adjust plans in a rapidly changing environment.
• Analytical - Synthesize complex quantitative and qualitative data on lead handling, awareness, adoption, and engagement; uses intuition and experience to complement data; ability to effectively communicate and translate business needs to product and/or technical teams; proactively identifies and resolves problems in a timely manner.

Key Responsibilities

• Oversee and support the end-to-end lead management process, including capturing, qualifying, and distributing leads to dealer CRM systems and our direct-to-consumer regions
• Analyze, design, and implement improvements to the leads management process to increase efficiency, reduce lead response times, and maximize conversion rates
• Manage and optimize integrations with CRM systems to ensure accurate tracking and reporting of leads and sales activities
• Develop and partner with brand and field teams to execute lead nurturing strategies to engage and convert prospects through targeted communications and follow-up activities
• Work closely with operations, product, software, marketing, sales, and customer service teams to ensure a seamless lead handoff and customer journey
• Establish and monitor key performance indicators (KPIs) related to lead management and process efficiency, and take corrective actions as needed
• Monitor key performance indicators (KPIs) related to lead management and sales processes, providing regular reports to management with actionable insights
• Monitor lead data, analyze trends, and generate detailed reports to provide actionable insights for improving KPIs
• Manage relationships with third-party vendors and partners involved in lead generation, CRM, and other sales tools
• Create and maintain detailed documentation of lead management and sales processes, ensuring all team members are aligned and processes are scalable
• Support the creation of training materials and ongoing support to brand and field teams on lead management best practices, tools, and processes
• Ensure all lead management activities comply with industry regulations and best practices, including data privacy laws
• Ensure data integrity and consistency across all platforms
• Identify opportunities for process improvements and automation to enhance lead management effectiveness and sales productivity
• Establish and maintain a feedback loop from customers, dealers, and regional partners to continuously improve the lead management process and enhance customer satisfaction

Job Requirements

• 4+ years professional experience with a comprehensive understanding of B2B lead management
• Expertise in lead generation strategies and sales funnel management
• Understanding of customer relationship management and sales processes
• Proficiency in CRM systems (e.g., Salesforce) and data analytics tools to track and optimize program performance
• Excellent communication and presentation skills to convey complex programs to internal stakeholders
• Proven ability to influence and implement change (process, behavior, systems)
• Maintain relationships and regular communication business owners
• Digital Transformation experience
• Familiarity with customer experience and satisfaction tools to enhance the feedback loop
• Proven ability to track results & utilize data to improve performance
• Experience working in or directly with agency partners
• Analytics experience

Preferred Qualifications

• 7+ years professional experience with a comprehensive understanding of B2B lead management
• Experience working with automotive OEMs and dealerships
• Understanding of OEM and dealership dynamics
• Proven success in launching products/programs to dealer networks, with an understanding of automotive sales and operations
• Knowledge of automotive industry trends, dealership operations, and consumer buying behavior
• Support process and training for CRM, Digital Retailing, DMS, Trade-in, Chat
• Familiarity with Dealer CRM and DMS providers

This job may be eligible for relocation benefits.
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.
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