Director, OnStar Digital Services & Commerce, Mexico
Description
Work Appropriately
Hybrid: This position requires to work 3 days on site 2 days at home remote on a full-time basis
Customer experience
- Design and define with the team the strategy to have a holistic customer view, from the aftersales, sales, product, and dealer perspective.
- Work with different business and product teams (Local and regional) to define the strategy and execution for Mexico Digital Journey.
- Lead efforts (dealer facing) to support CSI improvement strategies (Sales and After sales)
- Critical case management
- Drive Customer Experience KPIs towards an industry leading position within the Mexican market, including CSI, JDPower, Pulse etc
- Implement and continue engagement strategies to Foster customer centric culture
OnStar Marketing & Sales
- Lead efforts towards delivering KPIs / OKR. Financial, and sales performance. Maintain Mexico team as benchmark in performance. Retention above 70%, Churn below 4%, EBIT MARGINS above 25% , GMF Penetration above 70%
- Responsible for P&L for the OnStar & Digital Commerce Mexico Operation
- Lead initiatives to increase brand awareness (internal and external)
- Manage key customer relationships (Insurance companies, fleet customers, Daily Rental & Leasing companies)
- Continue building the fundamentals to support full DRPO / OnStar included within the vehicle portfolio and GMF financial products
Planning & Strategy Alliances
- Work with different business and product teams (Local and regional) and portfolio planning organization defining the strategy, portfolio connectivity enablement for Mexico and Central American & Caribbean countries
- Manage relationship and process improvements with Roadside assistance supplier (MAPFRE)
-Telefonica (Carrier service provider). Co jointly manage relationship with mobile service carrier to support OnStar operation.
Contact Center
Call Center (customer & dealer facing) for Mexico, Central America and Caribbean region.
Connected Call Center
- Oversight with Teleperformance (CC service provider) in order to improve performance, metrics overall all SLA for Customer, dealers, parts and Eme
PR and Government Affairs OnStar
-Business representative for government authorities , alliances. (Legal representative)
- National Guard and Red Cross main contact to support SVA / EMER alliances
- OCRA. Manage relationship and business opportunities to improve SVa (OCRA = vehicle recovery institution)
- Media interaction for Mexico OnStar business.
Connected Operations
-Ensure adequate performance of key Suppliers including Call Center, Agencies, Carriers, etc.
-Key interactions with Telefonica to ensure future business opportunities and new subscription models for Mexican Market
Executive Committee and NSC Staff
-Support the development and execution of diverse initiatives that impact NSC P&L plus diverse initiatives ranging from DEI & WOC to future portfolio to MS
Additional Description
Daily operation, new products, new channels, new alliances, new services.
Connected vehicle strategy, brand awareness, reputation, customer impact.
CSI KPIs enterprise level.
Main legal representative for Mexico OnStar business
Vendors negotiations
Create new alliances to generate commercial strategies
Main contact and business representative for sales, government, authorities, alliances.
Main external contact to the media for Mexico OnStar business.
Commercial, Marketing, Sales, Budget, Government, alliances.
Executive interaction in order to take Mexico decisions.
Products, Strategy, KPIs, Technology, Innovation, Customer Experience & Loyalty
Knowledge/Education:
• Sales & Marketing or related experience
• Program / project management
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• Product planning and strategy
• Supplier and strategic partner relationships
• Complex legal and regulatory environment
• Strong financial acumen
• Knowledge of GM organizational structure and processes
Skills:
• Strong communication skills to a senior executive level
• Strong Commercial & Business Acumen
• Strategic Agility
• Establishing Vision and Purpose
• Drive for results
Experience:
• 15+ years of experience in sales, marketing, finance, customer experience, areas
• Bachelor's degree
• MBA strongly preferred
• Experience in Sales/Marketing function, with responsibilities for Revenue/P&L management
• Experience in strategy/planning role strongly preferred
• Experience building and managing highly engaged teams
This position requires to have a driving license due to regular responsibilities and role.
- This position requires the ability to legally operate a motor vehicle on a regular basis. A company Vehicle will be provided for this role with successful completion of a Motor Vehicle Report review.
Remember to attach your CV when applying to this vacancy.
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Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- HSA
- HSA With Employer Contribution
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Adoption Leave
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Happy Hours
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K)
- 401(K) With Company Matching
- Performance Bonus
- Relocation Assistance
- Stock Purchase Program
Professional Development
- Tuition Reimbursement
- Learning and Development Stipend
- Promote From Within
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Lunch and Learns
- Internship Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Woman founded/led
- Employee Resource Groups (ERG)
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