Manager, Genesis Retail Sales Experience

Location

Purpose

• The purpose of the Genesis Sales Retail Experience Manager position is to create and implement retailer sales process and customer journey strategies and programs. This position will be the lead in developing and deploying Retail Sales programs and various process improvement initiatives.
• Provide insights and recommendations to improve customer satisfaction within the vehicle purchase experience.
• Partner with internal departments and external suppliers to create and execute above programs.
• Maintain department budget and manage supplier billings and agreements.
• Secondary area of responsibility includes interaction/support with service and regional sales teams. 

Major Responsibilities

Retail Sales Experience & Customer Journey:

•  Lead the creation and implementation of a world-class leading sales process and sales customer journey, from vehicle purchase to delivery and repurchase.
• Manage current programs/process such as Retailer Consulting, Retailer Evaluation, Mystery Shop, Sales Delivery Process, Connected Services and retail EV initiatives.
•  Support Marketing’s Digital Retail Solution and Genesis Concierge (Retailer Lead Delivery Program) to integrate into sales process.
• Provide data/program analysis on initiatives, including anything relating to the customer experience.
• Assist in competitive analysis and industry trends relating to improving the customer experience.
• Actively assist with system implementation, database management/maintenance and interaction with IT.

Major Responsibilities (continued)

Program / Process Management includes:

• Develop and publish program documentation (FAQs, Guidelines, Announcement Letters, etc.).
• Develop and publish weekly/monthly program performance reporting and analysis.
• Work with Training & Education Dept to develop retailer training materials as required.
• Work with Customer Feedback team to develop customer education materials as required.
• Manage business partners and serve as main point of contact, communicating and escalating to Sr. Group Manager, CX as required.
• Recommend and oversee changes/enhancements to all programs.
• Document and maintain department procedure & policy for above programs/processes.
• Address questions or inquiries about above programs/processes from National and Area staff, retailers, and guests.
• Develop business requirements, test scripts, and perform user acceptance testing as required.
• Maintain supplier agreements, change orders, purchase requests, purchase orders, and invoices. Facilitate processing and approvals with internal departments.
• Maintain budget, including annual development, monthly accruals, ongoing monitoring, and reconciliation. Includes overall department budget and individual budgets for above programs.
• Perform other duties and assignments as determined by management.

Authority

• Communicate and resolve issues to management and business partners.
• Make appropriate decisions in the absence of the Sr. Group Manager.
• Manage activities and performance of business partners and timelines.

Education

Related Experience

• Six or more years of automotive OEM experience with Retail Sales experience required.
• Three plus years of dealer contact experience preferred.
• Regional background and assignments preferred.  
• One to three years of supervisory experience desired.
• Project Management experience desirable.
• Budget Management experience desirable.

Skills/Knowledge

• Advanced Microsoft Office knowledge (Excel, Word, PowerPoint, Outlook).
• Excellent interpersonal and communication (written and verbal) skills.
• Excellent analytical, critical thinking and organizational skills.
• Proven ability to work independently in the field while interdependent on headquarters’ staff.
• Must be capable of multi-tasking, setting priorities and scheduling work activities with minimal supervision.
• Able to resolve problems, think analytically and critically, and communicate professionally in high pressure, time sensitive, customer environments.
• Must be a self-starter, enthusiastic team player.

Certification

• N/A.

Physical Requirements

Work Model

Affiliate

Compensation

Benefits

• Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance)
• Holiday Pay - the company shuts down with pay between Christmas and New Years.
• Vacation and sick time off
• Healthcare insurance (medical, dental, and vision)
• 401(K) company match
• Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution
• Basic life insurance, short- and long-term disability
• Mental health, wellbeing, and employee assistance program
• Health advocate (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits)