Customer Experience, Assistant Manager - Loyalty

standard problems. While working under guidance, you are expected to own outcomes , propose innovative solutions, and influence cross-functional teams without direct authority to improve loyalty and reduce defection.

Key Responsibilities:

Loyalty Strategy & Insight Translation

• Develop and refine loyalty strategies using owner behavior trends, predictive model outputs (e.g., propensity scores), and engagement indicators that directly inform owner engagement, retention, and repurchase actions.

• Independently analyze customer, digital, and service data to identify specific, actionable loyalty drivers, opportunity areas, and owner pain points.

• Translate insights into clear tactical outputs including audiences, triggers, integrated journey improvements, targeted campaigns, or next-best-action logic to drive action.

• Build customer lifecycle and loyalty activation frameworks, ensuring they are paired with practical action steps that guide cross-functional teams toward measurable outcomes.

• Break down broad loyalty challenges into prioritized initiatives, using structured problem solving and data-driven reasoning to move concepts into execution.

• Partner with analytics and marketing to validate insights through a test-and-learn approach, ensuring tactics are continually optimized based on results.

Analytics Partnership

• Shape requirements for dashboards, predictive models (e.g., customer lifetime value, churn, etc.), and data assets by clearly defining business needs and articulating expected value.

• Translate data, predictive model outputs, and insights into customer loyalty strategies

• Manage and prioritize analytics backlog items tied to loyalty outcomes, using sound judgment in ambiguous data environments.

• Partner with analytics teams to interpret complex data and propose alternative approaches when precedent is limited.

• Balance independence with awareness of when to escalate or seek deeper technical expertise.

Activation & Cross-Functional Influence

• Activate insights by developing audience definitions, targeting strategies, and next-best-action recommendations.

• Partner closely across CRM, marketing, CX, and additional Enterprise functions to connect insights to activation pathways.

• Use clear, data-backed storytelling to influence decisions and anticipate objections.

• Serve as a connector across teams, driving alignment and supporting enterprise repurchase initiatives without direct authority.

Business Case & Operational Impact

• Build data-driven business cases that quantify opportunity size and support prioritization decisions.

• Recommend innovative enhancements to loyalty measurement, CX frameworks, or lifecycle processes.

• Lead workstreams and deliver solutions with significant operational impact across the loyalty function.

• Apply a test and learn approach & develop roadmaps to improve loyalty drivers and refine leading indicators of repurchase, defection, and engagement

Mentorship & Collaboration

• Act as a resource for colleagues with less experience, offering clarity on insight interpretation and loyalty activation.

• Model inclusive, collaborative behaviors that support cross-team problem solving.

Skills & Expertise:

Strategic Competencies

• Independently assess loyalty challenges, evaluate options, and recommend innovative solutions.

• Demonstrated business judgment in ambiguous environments; able to structure complex problems into clear, actionable pathways.

• Skilled in influencing others using data-backed evidence when presenting recommendations or gaining alignment.

Technical / Data Fluency

• Prior marketing analytics experience analyzing behavioral data, segmentation, funnel metrics, and engagement patterns.

• Ability to interpret predictive model outputs (propensity, churn, segmentation scores) and activate them in CX or marketing workflows.

• Familiarity with SQL/Python, Databricks, and BI tools (e.g., Power BI); comfortable querying and exploring data when needed.

• Understanding customer data ecosystems and the ability to translate business needs into analytical requirements.

• Familiarity with loyalty and CX KPIs such as repurchase rate, engagement scores, churn indicators, NPS, and digital engagement metrics .

Soft Skills

• Excellent communication skills and ability to translate analytical findings into compelling business narratives.

• Demonstrates urgency, focus, and accountability for outcomes.

• Comfortable challenging assumptions and proposing new approaches.

• Works respectfully and inclusively across diverse teams.

• Deep understanding of owner needs, behaviors, and lifecycle pain points .

Requirements:

• Bachelor's degree or equivalent experience required

• 5+ years of experience in marketing analytics, customer insights, CRM, CX, or loyalty strategy

• Strategic Competencies

• Strong strategic thinkers who can independently assess loyalty challenges, interpret trends, evaluate options, and translate into clear actionable strategies.

• Demonstrated business judgment in ambiguous environments; able to structure complex problems into clear, actionable pathways.

• Skilled in influencing others using data-backed evidence when presenting recommendations or gaining alignment.

• Understanding of owner needs, behaviors, and lifecycle pain points .

• Technical / Data Fluency

• Prior marketing analytics experience analyzing behavioral data, segmentation, funnel metrics, and engagement patterns.

• Ability to interpret predictive model outputs (propensity, churn, segmentation scores) and activate them in CX or marketing workflows.

• Familiarity with SQL/Python, Databricks, and BI tools (e.g., Power BI); comfortable querying and exploring data when needed.

• Understanding customer data ecosystems and the ability to translate business needs into analytical requirements.

• Familiarity with loyalty and CX KPIs such as repurchase rate, engagement scores, churn indicators, NPS, and digital engagement metrics .

• Soft Skills

• Excellent communication skills, storytelling, and ability to translate analytical findings into compelling business narratives.

• Demonstrates urgency, focus, and accountability for outcomes.

• Highly organized, detail-oriented, and able to manage multiple priorities

• Strong interpersonal skills; collaborative, inclusive, and comfortable challenging assumptions constructively

Preferred Background:

• Career trajectory shows progression from hands-on analytics roles (e.g., marketing analytics, customer insights, BI) into broader CX, marketing or loyalty strategy responsibilities, demonstrating both depth and evolution.

• Proven experience launching or operationalizing loyalty, retention, or owner engagement initiatives; not just analyzing data but driving real activation outcomes.

• Advanced comfort working in complex customer data environments, including querying large datasets or exploring Databricks, with the ability to quickly diagnose data patterns independently.

• Industry exposure to high-loyalty driven sectors such as automotive, airline/hotels and retail.

What Success Looks Like in 2026:

• Activated predictive model outputs into marketing or CX programs with a measurable impact.

• Delivered meaningful loyalty insights and persuasive business cases that influenced strategic direction.

• Guided the creation of loyalty dashboards, KPI definitions, and leading-indicator measurement frameworks (repurchase, engagement, churn, digital activity, NPS, etc.).

• Led cross-functional workstreams (without authority) that advanced enterprise loyalty initiatives.

• Identified and refined new early indicators of loyalty or defection through a test and learn approach.

• Recognized as the connector between data and activation across analytics, marketing, CRM, and CX teams.

#LI-MO!

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 includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc.)

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

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.

Total Rewards | Benefits Overview

From day one, we're looking out for your well-being-at work and at home-so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.

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

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 [email protected] or call us at 1-800-865-7580. 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.