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Director, Client Experience
Weber Shandwick
Detroit, MI, United States
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Description
Weber Shandwick is currently seeking experienced communicator to provide U.S. communications support for GM Customer Care and Aftersales (CCA), including the following channels: AC Delco, Wholesale, Accessories, Certified Service, Collision and Repair Parts, Performance Parts, Protection Plans, Minority Dealer Development programs and Women’s Retail Network.
The candidate will be required to be onsite at CCA’s headquarters in Grand Blanc, Mich. a minimum of two days a week.
This person will report to assistant manager, Dealer, Fleet and Customer Care Communications – with overall guidance/leadership from senior manager, Chevrolet and Brand Business Communications. They will assist the CCA team to:
• Design a strategic, communications plan – with a keen focus on earned media.
• Have and help us build strong media/influencer relationships.
• Intimately understand customer care channels, aftersales business and competitive set.
• Provide storytelling guidance and ideation for earned media results.
• Storytelling prowess: facility for storytelling, writing of releases, statements, press releases, Q&As and presentations, as required; additionally, ability to craft and develop media materials, visual assets, pitch language, media lists, coverage reports, more
• Facility for enterprise storytelling and story ideation
• Ability to coordinate with multiple agencies and stakeholders
• Exemplary organizational skills, self-starter capabilities
Roles and Responsibilities:
• Support ACDelco’s growth through earned media, event activation and sponsorship activation.
• Drive service retention and customer loyalty by strengthening the Certified Service brand.
• Support additional CCA business lines:
◦ Accessories
◦ OEM Powertrain sales
◦ Collision and repair parts
◦ Performance Parts
◦ Protection Plans
◦ Minority Dealer Development programs and Women’s Retail Network
Working with partners is crucial to the success:
• This team will need to work in harmony with the Chevrolet (Weber) PR AOR team and can access support from the GM news operation.
• The team will need to coordinate, ensure message alignment and work closely with Chevrolet’s and CCA brand marketing AOR teams and other agencies
• The team will need to work directly with event vendors (trade shows, customer events, etc.).
Qualifications
Basic Qualifications:
• Have 7+ years communications experience, experience working directly with fleet and aftersales business preferred
• Strong media relations experience is required
• Passionate about the constantly changing world of media with ability to drive thought leadership for clients and the agency
• Talented writer, clear communicator and engaging presenter
• Knowledgeable about the intersection of earned, owned and paid media
Additional Qualifications:
• Have experience/exposure in program measurement and analysis
• Can act as trusted advisors for multiple clients
• Proven program manager who can effectively oversee multiple work streams while partnering with project management
• Can manage financial responsibilities related to client and team management
Weber Shandwick is proud to be an Equal Opportunity/Affirmative Action employer. Weber Shandwick recruits qualified applicants without regard to race, color, religion, gender, age, ethnic or national origin, protected veteran status, physical or mental disability, sexual orientation, gender identity, marital status or citizenship status.