Director, Genesis Customer Experience & Training

Location

Purpose

• Provide vision and lead the Genesis Brand customer experience function and training to establish and achieve Genesis goals. This position is designed to evolve Genesis’ brand through elevating customer experience standards implementing innovative retail processes and achieving various GMA objectives including but not limited to sales and service satisfaction. In addition, this position must contribute to GMNA’s profitability through. This position must interface with senior management in GHQ and HMC, work in collaboration with HMNA and HMA and various affiliate companies, as well as the Retail Advisory Board (RAB). The Director, Genesis Customer Experience & Training will serve as the Subject Matter Expert for HMA regarding Customer Feedback analytics and Customer Experience Programs. This role will also have oversight over a dedicated Genesis field engineering team.

Major Responsibilities

• Lead all Genesis Training in coordination with HMNA.
• Effectively provide vision and lead the dealer network in customer satisfaction, service retention, and dealer profitability.
• Lead customer experience and retention efforts that achieve high customer loyalty.
• Lead customer experience and retention efforts that achieve high customer retention in service and loyalty with the brand.
• Define, source, and manage vendors and programs to support customer experience business initiatives.
• Alignment with Regional General Managers monitoring CSI and SSI objectives and process implementation.
• Manage Genesis dedicated Field service engineering team that supports dealers with in-dealer onsite technical support direction for difficult / high priority vehicle diagnosis and repair.
• Support high priority Safety and Quality problem investigations and technical TFT dealer visits.

Major Responsibilities (continued)

• Drive the HQ Customer Experience team to implement innovative retail process solutions to the Regions through Regional Customer Experience teams.
• Coordinate training and direction for AMMs (Aftersales Market Managers).
• Lead departments and teams responsible for establishing and operating an integrated “University” for Retail Process and Training: Genesis Sales/Service Retail Process & Training to define, train and improve retail shopping/sales processes; Genesis field rep certification and training including leading the annual field/training meeting.
• Partner with cross departmental stakeholders including but not limited to National Sales, After-Sales, Training, Marketing, Quality Service Engineering and Dealer Network Development to ensure effective alignment on SSI, CSI, and other shared business objectives.
• Effectively coach, counsel, and develop staff; efficiently manage staff’s time, materials and budget while focusing on the goals and vision of the company.

Authority

• May also be asked to represent the company on a wide range of issues that include industry-related events, governmental regulatory and legislative initiatives, social and environmental questions and challenges, philanthropic responsibilities, and dealer and customer relations.
• Signature authority to approve accounting documents as per Company’s signature matrix.
• Signature authority on expense reports and time-off reports for direct reports.
• Expected to identify and solve issues related to GMNA and related divisions.
• Conduct hiring interviews, make hiring recommendations, and extend approved hiring offers.
• Provide direct recommendations to top leadership. 
• Address and counsel direct reports on performance issues and goals direction.

Education

Related Experience

• Fifteen or more years of work experience with seven to ten years of management leadership experience at the senior level preferably in Aftersales, CX, and Training.

Skills/Knowledge

• Outstanding vision and leadership skills.
• Excellent organizational skills.
• Ability to delegate and follow up.
• Functional knowledge of MS Word, Excel, and office e-mail systems.
• Ability to work with all levels of management internally and externally.
• Ability to express oneself clearly, concisely, effectively, and convincingly in writing and speaking.
• Ability to develop, execute and manage marketing strategies and tactics.
• Ability to supervise several employees and disciplines.
• Familiarity with basic budget and accounting functions.

Certification

• N/A.

Physical Requirements

Work Model

Affiliate

Compensation

Benefits

Actual pay will be based on skills, experience and education. Our total rewards package includes base salary, bonus and benefits. Benefits include healthcare insurance (medical/prescription, dental, vision), 401(k) company match, a quarterly employer enhanced contribution, basic life insurance, short- and long-term disability, employee assistance program (work/life balance programs and confidential counseling), expert medical services (provider referrals, second opinion), business travel accident insurance, health advocacy (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits), annual discretionary bonus, accrued vacation pay, company provided sick pay, vehicle lease program (monthly fee includes insurance and maintenance).