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Customer Retention Go to Market Brasil


General Motors


Location

São Caetano do Sul, SP | Brazil


Job description

Description

Innovation & Service Development is in charge to design service processes and programs allowing us to keep customers in our workshops throughout the vehicle's life cycle.

KEY JOB RESPONSIBILITIES:

Lead the customer retention strategy in Brasil, by working together with the commercial leaders and the field team in the analysis and identification of market opportunities, the correct implementation and follow-up of service programs in the dealer network, in order to keep our customers, close to our brand, doing their maintenance services in dealer workshops, during all their life cycle.

Provide to the field team, areas of opportunities to improve retention and work together in the definition of short, medium and long term plans.

Identify opportunities for the implementation of service programs by country, according to the main needs of each market.

Work together with the program development team and commercial team for the implementation of the service programs. Define pilot, execute implementation and define best way to achieve massive implementation.

Follow up on the performance of each service program by country/dealer, by analyzing the main indicators, analyzing calibrations and working with the field team to achieve the desired performance.

Identify dealers with opportunities of performance in service programs and customer retention, in order to physically make a deep dive in those dealers, making a complete assessment of all implemented programs and showing the dealers areas of opportunity to increase programs KPI.

Participate actively in commercial strategy meetings, as Customer retention and collision strategies owner.

Focal point in local markets for any issue related with Service programs.

Lead all customer retention forums: With dealers, field team, external visits, etc.

KNOWLEDGE, SKILLS AND EXPERIENCE:

Proven experience on aftersales automotive segment

Proficiency in English

Initiative and good interpersonal relationship

Strong analytical skills, strategic mindset

Manage execution of strategy through and with others  

Good communication skills  

Commercial mindset (customer centric) 

Projects implementation

REQUIRED EDUCATION & EXPERTISE 

Bachelor’s degree required in business administration, economics, engineering, science, engineering or related fields. 

Must have 3+ years relevant prior business experience (e.g., sales, marketing, product management, pricing, operations and/or supply chain, data analytics)  

Additional Description

KNOWLEDGE, SKILLS AND EXPERIENCE:

Proven experience on aftersales automotive segment 

Proficiency in English 

Initiative and good interpersonal relationship 

Strong analytical skills, strategic mindset  

Manage execution of strategy through and with others   

Good communication skills   

Commercial mindset (customer centric)  

Projects implementation  

REQUIRED EDUCATION & EXPERTISE 

Bachelor’s degree required in business administration, economics, engineering, science, engineering or related fields.  

3+ years relevant prior business experience (e.g., sales, marketing, product management, pricing, operations and/or supply chain, data analytics) preferred.  

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