Director, OnStar Digital Services & Commerce, Mexico

/ OKR. Financial, and sales performance. Maintain Mexico team as benchmark in performance. Retention above 70%, Churn below 4%, EBIT MARGINS above 25% , GMF Penetration above 70%

• Responsible for P&L for the OnStar & Digital Commerce Mexico Operation

• Lead initiatives to increase brand awareness (internal and external)

• Manage key customer relationships (Insurance companies, fleet customers, Daily Rental & Leasing companies)

• Continue building the fundamentals to support full DRPO / OnStar included within the vehicle portfolio and GMF financial products

Planning & Strategy Alliances

• Work with different business and product teams (Local and regional) and portfolio planning organization defining the strategy, portfolio connectivity enablement for Mexico and Central American & Caribbean countries

• Manage relationship and process improvements with Roadside assistance supplier (MAPFRE)

-Telefonica (Carrier service provider). Co jointly manage relationship with mobile service carrier to support OnStar operation.

Contact Center

Call Center (customer & dealer facing) for Mexico, Central America and Caribbean region.

Connected Call Center

• Oversight with Teleperformance (CC service provider) in order to improve performance, metrics overall all SLA for Customer, dealers, parts and Eme

PR and Government Affairs OnStar

-Business representative for government authorities , alliances. (Legal representative)

• National Guard and Red Cross main contact to support SVA / EMER alliances

• OCRA. Manage relationship and business opportunities to improve SVa (OCRA = vehicle recovery institution)

• Media interaction for Mexico OnStar business.

Connected Operations

-Ensure adequate performance of key Suppliers including Call Center, Agencies, Carriers, etc.

-Key interactions with Telefonica to ensure future business opportunities and new subscription models for Mexican Market

Executive Committee and NSC Staff

-Support the development and execution of diverse initiatives that impact NSC P&L plus diverse initiatives ranging from DEI & WOC to future portfolio to MS

Additional Description

Daily operation, new products, new channels, new alliances, new services.

Connected vehicle strategy, brand awareness, reputation, customer impact.

CSI KPIs enterprise level.

Main legal representative for Mexico OnStar business

Vendors negotiations

Create new alliances to generate commercial strategies

Main contact and business representative for sales, government, authorities, alliances.

Main external contact to the media for Mexico OnStar business.

Commercial, Marketing, Sales, Budget, Government, alliances.

Executive interaction in order to take Mexico decisions.

Products, Strategy, KPIs, Technology, Innovation, Customer Experience & Loyalty

Knowledge/Education:
• Sales & Marketing or related experience
• Program / project management
• Product planning and strategy
• Supplier and strategic partner relationships
• Complex legal and regulatory environment
• Strong financial acumen
• Knowledge of GM organizational structure and processes

Skills:
• Strong communication skills to a senior executive level
• Strong Commercial & Business Acumen
• Strategic Agility
• Establishing Vision and Purpose
• Drive for results

Experience:
• 15+ years of experience in sales, marketing, finance, customer experience, areas
• Bachelor's degree
• MBA strongly preferred
• Experience in Sales/Marketing function, with responsibilities for Revenue/P&L management
• Experience in strategy/planning role strongly preferred
• Experience building and managing highly engaged teams

This position requires to have a driving license due to regular responsibilities and role.

• This position requires the ability to legally operate a motor vehicle on a regular basis. A company Vehicle will be provided for this role with successful completion of a Motor Vehicle Report review.

Remember to attach your CV when applying to this vacancy.

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