Cadillac Experience Center Manager

General Motor
September 22, 2023
Offerd Salary:Negotiation
Working address:N/A
Contract Type:Other
Working Time:Full time
Working type:N/A
Ref info:N/A

Hybrid: This position does not require an employee to be on-site full-time to perform most effectively. The employee's role enables them to work at a GM facility or off-site as frequently as needed.

The Role : Lead the customer engagement experience for Cadillac's first ultra-luxury experience center located on the Warren Tech Center campus. Space will launch as the home of CELESTIQ concierge and be dedicated to vehicle custom commissioning and bespoke craftsmanship. The role is ultimately responsible for the ongoing seamless virtual & on-site luxury experience and operation processes for the experience center. It will expand to include other vehicles in Cadillac's portfolio.

What You'll Do (Responsibilities)

  • Define global customer virtual & in-persona scenarios related to the intent of the space: vehicle configuration with concierge and/or designer, craftsmanship lab capabilities, curated reveal/delivery experiences, and private events to brand experiences.

  • Manage the relationships with the ultra-high net worth customers and oversee their scheduling and concierge experience with contracted staff

  • Manage Concierge agency team including setting strategy for client interface and audits to ensure voice of the brand is consistently used with clients. Ensure client communications are coordinated and simplified.

  • Define & Plan global operational needs as well as definition of ongoing staffing, resource & budget requirements needed to ensure long-term sustainability.

  • Define & integrate Cadillac signature luxury elements that offer storytelling, surprise & delight, and elevated experience. Space must feel special, highly curated, and leave a lasting memory with every guest from pre-arrival to departure.

  • Lead a cross organizational team of experience leads at the center to build customer engagement and build brand opinion.

  • Lead personalization process for Celestiq and develop strategies for adding new vehicles into the process – V-Blackwing, Racing, Escalade IQ etc. Work cross functionally with brand team, manufacturing, and engineering.

  • Additional Description

    Your Skills & Abilities (Required Qualifications)

  • Bachelor's Degree required

  • 10 + years of customer experience, customer service, marketing, event, or design experience

  • Experience with ultra-high net worth individuals is a plus,

  • Ability to present to and influence internal senior leaders

  • Ability to make sound decisions based upon a mixture of analysis, wisdom, experience, and judgment.

  • Ability to make/recognize effective trade-off decisions and can negotiate skillfully in tough situations with both internal and external groups, can win concessions without damaging relationships.

  • Ability to work well in a complex team environment and marshal resources (people, funding, material, support) to get things done; uses resources effectively and efficiently.

  • Possess a startup mentality

  • Ability to identify issues/opportunities and develop solutions/recommendations

  • Ability to effectively manage multiple assignments utilizing highly efficient time management skills

  • Manage the creative process, facilitate effective brainstorming, and has sound judgment regarding the value of various ideas

  • Highly effective presentation skills in a variety of formal presentation settings: one-on-one, small, and large groups with peers and bosses, inside and outside of the organization.

  • Ability to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect

  • Ability to work independently with minimal direction

  • Ability to present to and influence senior leaders

  • Cross-functional agility / business acumen

  • Strong communication skills, highly organized

  • Ability to travel (<15%)

  • What Will Give You A Competitive Edge ( Preferred Qualifications)

  • Understanding of ultra-luxury customer & luxury experience expectations

  • Dealer contact experience

  • Start-up or entrepreneurial experience

  • Experiential operations background


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