Senior Manager, Genesis Customer Experience - WR

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Date: Jan 15, 2025

Location: Fountain Valley, CA, US, 92708

Company: Hyundai Motor America

At Genesis, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.

It’s time you rethink what you expect from an employer.

At Genesis, we understand you're not just building a career – you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.

 

 

Location

Mid-Atlantic Region
Mountain States Region
South Central Region
Southern Region
Western Region
Central Region
Eastern Region

Purpose

  • The Senior Manager, Genesis Customer Experience is responsible for overseeing & managing all regional Customer Experience (CX) activities within the designated Genesis Region.
  • These oversite activities include, but are not limited to, Genesis Service Experience (GSX) & Genesis Buyers Experience (GBX) performance, regional CX Reporting, Analysis & Strategy, execution of JD Power field consulting program and Retailer Sales/Service Process training development.

Major Responsibilities

  • Exercise independent judgment with daily analysis of the regions GBX & GSX scores.
  • In partnership with the Regional Dealer Performance Manager, develop regional CX improvement strategies, processes, and programs.
  • Work closely with the national CX team to successfully implement national programs and the regional level.
  • Use advanced knowledge to create tactical CX-based reward and recognition programs for Retailers.
  • As needed, partner with the National Office to develop and implement pilot programs to improve the overall customer experience.
  • Support the Regional General Manager with the Governance process (OCM/PRM)
  • Serve as the subject matter expert (SME) for Genesis CX website/dashboard.
  • Perform all other assigned duties (duties that are ancillary to this position and/or complement the essential duties) as required.

Major Responsibilities (continued)

Authority

  • In conjunction with the Regional Marketing Manager, develop regional Market Support Programs (MSP) to drive regional CX performance.
  • Managerial/development responsibility for team members, as needed. 
  • Budget management authority, as needed. 

Education

~ Bachelor’s degree preferred
~ Master’s degree a plus

Related Experience

  • Eight or more years of wholesale related automotive experienced desired with demonstrated abilities in direct dealer contacts.
  • Two to three years of supervisory experience desired.
  • Budget Management oversight.

Skills/Knowledge

  • Excellent analytical skills.
  • Excellent communication skills.
  • Excellent organizational skills.
  • Excellent time management skills.
  • Strong computer skills - Microsoft Office, Word, Excel, PowerPoint, Access, and Outlook.

Certification

~ N/A.

Physical Requirements

Normal office duties
Some travel required
Travel: 25% - 50%

Work Model

#LI-Hybrid (60% Onsite/40% Remote)

Affiliate

#Genesis

Compensation

$107,800.00 - $154,000.00 Annual

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)

 

Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws.  The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.


Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles