Job Description

Hybrid - This role is categorized as hybrid. This means the successful candidate is expected to report to the Oshawa Elevation Centre three times per week, at minimum.

Role Summary
Reporting to the Director of Service Operations, the National Manager – Certified Service, leads the strategy, development, and execution of Certified Service Marketing, Customer Pay Growth, Service Retention, Customer Satisfaction, and the Service Lane and Training Strategy. The main objectives of this role are to raise the opinion and consideration of Certified Service to further develop the Dealer Customer Pay business, GM Parts Sales, Customer Retention, and Satisfaction.

Key Responsibilities

• Develop and execute the annual Certified Service marketing plan through National, Dealer Marketing Association boards, and Dealer campaigns to drive Certified Service brand consideration, while increasing GM Dealer service traffic and revenue. Provide Strategic direction and be the key point person to foster the National and Regional Marketing Agency relationship. Manage and monitor the Certified Service Advertising budget and continue to look ahead and ensure utilization of current and new marketing mediums. Communicate key Service Retention & Advertising strategies to the CCA field organization and Dealerships.
• Work cross functionally with vehicle brands and enterprise marketing to leverage GM assets and programs to further develop the Fixed Operation Business. Interact as a key liaison with outside advertising vendors/partners.
• Provide and execute key processes/tools (National Website, Customer Sales Service & Retention (CSSR), Dealer Direct, CSI, Online Service Scheduling, Service Plus Training, Service Lane Strategies) to standardize service lane processes, improve shop productivity, and drive Customer Pay and Parts revenue. Draw insights and knowledge from Dealer Direct etc. to drive advertising campaigns and strategic programs.
• Provide oversight and direction with reporting and analyzing key CCA deliverables such as Dealer Customer Pay results, Customer Retention, and Customer Satisfaction. Collaborate with the National Sales & Marketing Manager – GM Parts to create complementary sales strategies.
• Provide supervisory support and leadership to a team of 6 Direct Reports.

Required Skills and Experience

• Proven Marketing & Advertising knowledge including creative process and media buying
• Significant Digital marketing & social media knowledge
• Experience with working with multi-vendors to achieve marketing & advertising success
• Strong knowledge with Dealership Financial Statement & repair orders
• Demonstrated leadership and influencing skills
• Strong Interpersonal, oral, written, and presentation skills
• Demonstrated ability to organize and manage several projects at the same time
• Provide guidance on programs to be leveraged by field team members
• Extensive analytical capability & experience with managing department/project budgets
• Proven problem-solving skills
• Initiative to drive the Customer Pay & Part Sales business
• Lead by influence
• Periodic travel required

Preferred Skills and Experience

• Knowledge of GMCC Customer Care & Aftersales processes and systems
• Field Customer Care and Aftersales experience
• Knowledge of US Customer Care and Aftersales functions, key people, and processes
• Knowledge of Cognos, Online Service Scheduling, GM Parts Sales Reporting System (SRS), Dealer Direct & Service Leads, Enterprise Data Warehouse

Education and Training

• University Degree (Commerce or Business preferred)

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.

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 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 to feel they belong to one General Motors team.

Non-Discrimination and Equal Employment Opportunities

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.

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

General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.