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Customer Interaction Program Manager

Req #: CNX00044703
Location: Irvine, CA US
Job Category: Marketing Operations
This position reports to the Connected Car Organization. It will entail the creation of
frameworks, proposals, and roadmaps to support a customer centric experience and
owners marketing program.
 
 MAJOR RESPONSIBILITY
Outline current customer touchpoints and missing touchpoints that are needed to
create a customer centric product
Identify needed IT systems and processes needed to support additional touchpoints
and customer engagements
Outline customer journey, use cases, and needed improvements
Identify owners marketing opportunities
Benchmark owners marketing programs offered by other automotive OEMs
Develop frameworks, roadmaps, and proposals to bridge gap in customer
touchpoints, IT systems and processes, and owners marketing program
 
PERSONALLY PERFORMED DUTIES
Interview stakeholders across departments to analyze current process and
procedures and IT systems
Draft and present frameworks, roadmaps, and proposals to various department
heads
Draft customer journeys / holistic ownership experience, identify use cases, and
perform gap analyses
Draft and present status updates / progress reports to supervisor
Present findings to supervisor and offer recommendations based on benchmarks
and market trends
Constantly study market trends and customer expectations
 
JOB REQUIREMENTS
Education:
Bachelor of Science in a technical or business field, and related work experience
is required
Master’s Degree or PMP is preferred
Overall Related Experience:
Minimum 5 years of experience in project or program management
Directly Related Experience:
Automotive
Telematics
Owners marketing
Product launch
Requirements gathering
Customer/company touchpoints analysis
Framework authoring
Proposal authoring
Roadmap authoring
Stakeholder management
Customer relationship management (CRM)
Customer journey mapping
 
COMPETENCIES
Customer Focused
Understands the customer’s point of view and expectations
Does not allow complicated requirements, IT systems, or processes obscure
focus on the customer
Market Understanding
Specializes in automotive industry, telematics, and owners marketing
Professional
Engages in dialogue and conversations with a great attitude, professionalism,
and tact
Refers back to his or her experience, training, and education when facing
challenges
Strategic Thinking
Fully understands the purpose and content of the organization’s strategic plan
and executes tasks in alignment with larger organizational objectives
Detail Oriented
Pays close attention to all aspects related to one’s tasks and carefully examines
every detail
Provides reports that are timely, easy to digest, accurate, and holistic
 
 SKILLS
Able to understand verbal communication, clarify needed details, and
conceptualize IT systems and processes
Able to gather requirements and develop relevant documentation
Able to create a comprehensive list of activities, realistic schedule, and accurate
estimates
Able to draft reports, proposals, roadmaps, and frameworks
Able to manage multiple stakeholders and personality types
Strong communication skills
Travel and extended hours maybe required
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