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 DescriptionKey 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 regionsAnalyze, design, and implement improvements to the leads management process to increase efficiency, reduce lead response times, and maximize conversion ratesManage and optimize integrations with CRM systems to ensure accurate tracking and reporting of leads and sales activitiesDevelop and partner with brand and field teams to execute lead nurturing strategies to engage and convert prospects through targeted communications and follow-up activitiesWork closely with operations, product, software, marketing, sales, and customer service teams to ensure a seamless lead handoff and customer journeyEstablish and monitor key performance indicators (KPIs) related to lead management and process efficiency, and take corrective actions as neededMonitor key performance indicators (KPIs) related to lead management and sales processes, providing regular reports to management with actionable insightsMonitor lead data, analyze trends, and generate detailed reports to provide actionable insights for improving KPIsManage relationships with third-party vendors and partners involved in lead generation, CRM, and other sales toolsCreate and maintain detailed documentation of lead management and sales processes, ensuring all team members are aligned and processes are scalableSupport the creation of training materials and ongoing support to brand and field teams on lead management best practices, tools, and processesEnsure all lead management activities comply with industry regulations and best practices, including data privacy lawsEnsure data integrity and consistency across all platformsIdentify opportunities for process improvements and automation to enhance lead management effectiveness and sales productivityEstablish and maintain a feedback loop from customers, dealers, and regional partners to continuously improve the lead management process and enhance customer satisfactionJob Requirements
Preferred Qualifications
7+ years professional experience with a comprehensive understanding of B2B lead managementExperience working with automotive OEMs and dealershipsUnderstanding of OEM and dealership dynamicsProven success in launching products/programs to dealer networks, with an understanding of automotive sales and operationsKnowledge of automotive industry trends, dealership operations, and consumer buying behaviorSupport process and training for CRM, Digital Retailing, DMS, Trade-in, ChatFamiliarity with Dealer CRM and DMS providersThis job may be eligible for relocation benefits. GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.About GMOur 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 UsWe 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 OverviewThe 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.
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.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.
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