Senior Group Manager, Genesis Customer Experience

Location

Purpose

• The Senior Group Manager, Customer Experience leads the efforts to define, implement, measure, and collaborate the support required to achieve a brand differentiating, industry-leading customer experience.  This individual will directly lead and manage Genesis retail sales experience, retail service experience, and customer feedback teams responsible for guest and owner satisfaction results. The role will use data to drive understanding the needs of our guests and retailers and by initiating short- and long-term solutions to improve Genesis experiences to influence and improve sales, loyalty, and retention.

Major Responsibilities

• Lead, evolve, and modernize sales and service satisfaction surveys to effectively measure acquisition and ownership experiences at Genesis retailers.
• Develop and execute cohesive strategy for administering and leveraging online reviews to ultimately centralize voice-of-customer data and grow sales, loyalty, and retention.
• Regularly identify and develop comprehensive and automated reporting to improve end-user understanding, performance, and overall experience.
• Partner with Genesis global headquarters, HMNA, GMA sales and service divisions, retailers, and partners, and key stakeholders to deliver optimized customer experience results in syndicated and public industry studies.
• Participate in CX industry events / forums and benchmark competitors to identify, select, and incorporate innovative processes and programs.
• Identify, conceptualize, and develop retail processes that define, enhance, and set-apart Genesis guest and ownership journeys.
• Oversee delivery process and application, developing robust technologies that deliver consistent results.

Major Responsibilities (continued)

• Supervise management of premium apparel and merchandise program, incl. supplier relations, special event ordering and display, and more.
• Deploy and leverage consulting, mystery shop, and evaluation programs to validate processes and confirm designed experience.
• Partner with Training team to ensure alignment with process guides, resources, and required training for all retail-level roles.
• Successfully plan, forecast, and track group’s budget and accruals.
• Effectively hire, train, motivate, develop, and retain staff.  Utilize the diverse talents of direct reports by efficiently managing time, materials and budget while focusing on the goals and vision of the company.
• Lead cross-functional collaboration to ensure alignment and coordination of efforts to define the customer journey and develop industry leading customer experience.
• Partner with Purchasing and Legal Departments to ensure department and vendor operations remain within the best financial, economic, and intellectual interest of the company.
• Maintain compliance with privacy and related regulations/policies.
• Complete ad hoc assigned tasks as needed to support the achievement of sub-division objectives.

Authority

• Directly manage the Customer Experience team; conduct regular performance evaluations of direct reports, where applicable; develop employee business focus and plans for direct reports for the year ahead.
• Approve all time off, training, expense reporting, and miscellaneous spending for the Customer Experience group.
• Approve and oversee all program and vendor activities within the Customer Experience group; review/approve all purchasing, contracts, budget, and billing services for vendor programs.

Education

Related Experience

• At least ten years of automotive experience with emphasis on OEM Customer Experience, Sales, and Service.
• At least five years leadership in marketing and customer support.
• At least five years of supervisory experience desired.
• Complex project management with related research, analysis, and recommendation experience preferred.
• Website and App experience a plus.

Skills/Knowledge

• Ability to develop, implement and manage customer experience plans and budget.
• Process Management and Consulting Skills.
• Excellent oral and written communication skills.
• Excellent writing skills to prepare proposals and business correspondence.
• Must be analytical and accomplished in presenting to different levels/audiences.
• High proficiency in PC skills, especially Microsoft office suite.

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)