Manager, Customer Lifecycle Marketing
Description
Vacancy Status:
Yes - This posting is for an existing vacancy within the organization and is open to new applications.
AI Disclosure:
As part of the application process, Artificial Intelligence will be used in the hiring process for this role.
Hybrid - This role is categorized as hybrid. This means the successful candidate is expected to report to the Markham Elevation Centre or the Markham Elevation Centre three times per week, at minimum [or other frequency dictated by the business].
Do you have a passion for storytelling, and the data to back it up? Do you believe CRM should feel more like a conversation than a campaign? Do you want to play a leadership role in helping to modernize GM Canada marketing efforts while contributing to revenue growth?
GM Canada is going through a marketing transformation and we're looking for bold thinkers who can help us reimagine how we connect with customers.
In this newly created leadership role, you will lead a dedicated Customer Lifecycle Marketing (CLM) team spanning across our vehicle brands (Chevrolet, Cadillac, Buick, GMC) as well as non vehicle brands (OnStar, Certified Service, Envolve) to help shape the future of customer experience at the largest automotive company in Canada.
You will lead the development and optimization of GM's Customer Lifecyle Marketing (CLM) strategy, working within the Lifecycle Marketing Team to orchestrate seamless, data-driven experiences across every stage of the customer journey. This role will focus on building a cohesive CLM strategy that aligns with our tierless marketing approach, facilitating personalized customer experiences and leveraging data for insight-driven decision-making.
You will get to collaborate with Brand & Retail Marketing teams as well as global Digital & IT teams to build the strategic roadmap to deliver on GM's vision. The role reports to the Head of Digital & Customer Engagement.
Key Responsibilities include:
1. Lifecycle Strategy Leadership
- Full-Funnel Vision: Lead the development and evolution of the CLM roadmap. Oversee the team in translating business objectives into a cohesive strategy that spans the entire ownership lifecycle (Acquisition through Reactivation).
- Strategic Growth: Identify whitespace opportunities for lifecycle intervention to reduce churn.
2. Customer-Centric Orchestration
- Unified Customer View: Lead the collaboration with data and lifecycle teams to ensure a single source of truth for customer data is utilized across all communications.
- Journey Mapping & Governance: Direct the design and optimization of complex customer journeys. Establish governance standards to ensure all automated touchpoints are timely, relevant, and adhere to global brand standards.
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3. Operational Excellence & Execution
- Campaign Oversight: Lead the briefing process and manage high-level project timelines. Ensure the team delivers flawless execution across multiple simultaneous campaigns.
- Multi-Channel Innovation: Drive a "Channel-Agnostic" strategy. Expand the team's capabilities beyond email to include sophisticated in-app messaging, push notifications, and SMS/MMS, ensuring the optimal mix for different customer segments.
4. MarTech & System Integration
- Ecosystem Management: Collaborate with digital and data engineering teams to ensure CLM tools (e.g., Adobe Journey Optimizer, Salesforce, etc) are effectively integrated into the broader marketing technology stack.
- Automation Efficiency: Oversee the technical health of triggers and data feeds to ensure real-time personalization at scale.
5. Cross-Functional Leadership & Alignment
- Stakeholder Management: Act as the primary liaison between Brand, Digital, Media, and Regional teams. Ensure all teams are aligned on messaging, cadence, and timing to prevent "customer fatigue."
- Best Practices Advocate: Facilitate knowledge internally within the team and externally with marketing & regional teams.
6. Performance Measurement & Optimization
- Reporting Architecture: Establish a clear & cohesive measurement framework for performance tracking. Guide the team in monitoring key metrics to derive actionable insights.
- Continuous Improvement (A/B Testing): Lead a rigorous "Champion/Challenger" testing culture. Empower the team to hypothesize, test, and iterate on journeys to drive continuous lift in engagement.
Required Qualifications:
- Educational Background: Successfully obtained a Bachelor's degree in marketing, Business Administration, or related field.
- Professional Experience: 5+ years in CRM management or a related field, with experience in cross-functional integration.
- Technical Skills: Proficient in enterprise CRM software (Adobe, Salesforce, etc), data visualization and analytics platforms (Power BI); experience with customer data platforms and audience segmentation.
- Analytical & Problem-Solving Abilities: Strong data analysis skills and an ability to translate insights into actionable strategies.
Preferred Attributes:
- Ability to understand customer needs and behaviours, and translate those insights into meaningful, personalized experiences across the customer journey
- Proven ability to thrive in fast-paced, evolving environments and lead through change with a proactive, solution-oriented mindset
- Strong interpersonal and communication skills
- Ability to influence cross-functional teams
Compensation:
The salary range for this role is $131,000.00 to $180,900.00. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.
Benefits:
The goal of the General Motors of Canada total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan currently includes the following benefits, in addition to many others:
- Paid time off including vacation days, holidays, and supplemental benefits for pregnancy, parental and adoption leave.
- Healthcare, dental and vision benefits including health care spending account and wellness incentive.
- Life insurance plans to cover you and your family.
- Company and matching contributions to a Defined Contribution Pension plan to help you save for retirement.
- GM Vehicle Purchase Plan for you, your family, and friends.
GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP NOW OR IN THE FUTURE
GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need gm immigration sponsorship now or in the future.
This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.
This job may be eligible for relocation benefits.
About GM
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Non-Discrimination and Equal Employment Opportunities (U.S.)
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 providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.
All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.
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.
Accommodations
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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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