Enterprise Leads Solutions Manager

Job 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 Job 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

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 aspire to be the most inclusive company in the world. 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. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers.   We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

Equal Employment Opportunity Statements

GMis an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an individual’s protected characteristics. For purposes of this policy, “protected characteristics" include an individual’s actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.  If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] 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.​