JOB DESCRIPTION:

　　Develop, communicate and drive OnStar’s Retention & Profitability vision and strategy

　　Architect and implement new marketing programs across all direct marketing channels including call center, web, email / direct mail and mobile to maximize perceived value of service resulting in higher customer retention / profitability

　　Coach and develop a team of Marketing strategists and analysts to maximize their performance and growth opportunities

　　Define the needs for business intelligence and analytics that provide transparency and insights on how customers engage in the OnStar services portfolio.

　　Monitor program results, quickly ascertain key learning’s and make recommendations based on previous results

　　Develop and manage customer segmentation schema that maximizes profit

　　Collaborate with market research to understand customer needs and perceived value to align value propositions and messaging with right customer segments.

　　Work with marketing communications team and agency resources to develop creative executions that maximize response rate to key marketing campaigns; analyze results.

　　Interface with Ad / Creative agencies and Market Research to design and test new marketing concepts, creative and hypotheses to continually improve customer retention

　　Manage the duration and profitability of OnStar paid and connected customer relationships ongoing to maximize lifetime value.

　　Design and evaluate OnStar subscription pricing, packaging, and promotional offers to increase customer engagement / retention profitability. Partner with Finance to develop supporting business case evaluations.

　　Interface with and lead cross-functional teams (Operations, Finance, Marketing, IT, etc.) during the implementation of key marketing strategies to grow OnStar retention / profitability

　　Integrate with Product Strategy & Brand Marketing teams to refine the positioning and key messaging “reasons to believe” for each service managed. Identify gaps and recommend enhancements as a means to drive future product development roadmap.

　　Collaborate with call center sales teams to provide strategic guidance into training and scripting executions that help drive higher on-call sales conversion.

　　Collaborate with call center service delivery team to understand customer experience in delivering the services offered and aid in maximizing quality.

　　Partner with Analytics and Finance teams to develop new retention and targeting models with supporting business case justification. Initiate IT work, as necessary, to support the implementation of new models or retention initiatives

　　Keeps abreast of current product developments and trends in areas of expertise

　　Provide communication of strategic plans and ongoing business performance to senior leadership teams as part of overall subscriber profitability.

CANDIDATE PROFILE:

　　BA / BS in Business, Marketing, or related field

　　Strong analytical skills with demonstrated ability to transform data into actionable information

　　Experience synthesizing multiple data sources and extracting customer insights

　　Demonstrated ability to drive results

　　Creative problem solver

　　Ability to act as a catalyst for innovation and change

　　Experience in leading and managing people and projects

　　Experience in Financial modeling and business case development

　　Profit/Loss management experience/ knowledge a plus

　　Demonstrated ability to manage multiple projects/programs.

　　Effectively plan, organize and monitor performance of strategic programs

　　Must be able to think / act strategically and tactically

　　Strong leadership skills to influence and persuade cross-functional teams / decision making

　　Strong personal skills to support organizational awareness & participation

　　Excellent written and verbal communication skills

　　Self-starter with ability to build and lead effective teams

　　Affinity to facilitate problem solving & collaboration

　　Experience in establishing effective partnerships within and outside of the organization

　　Comfortable interacting with senior leadership

　　Experience working with geographically dispersed teams

　　Must have at minimum 5-years of experience in the following:

　　Consumer Marketing & CRM

　　Creating Marketing Strategies

　　Working with Agencies

　　Evaluating Creative Assets