Senior Manager, Genesis Customer Feedback

Location

Purpose

• The purpose of the Genesis Customer Feedback Senior Manager position is to create and implement Genesis Customer Feedback strategies and programs. This role includes management of all customer surveys, performance and reporting. This position is both strategic and operational in nature and will be expected to provide insights and recommendations to improve the survey experience and overall customer satisfaction, partner with internal departments and external suppliers to create and execute programs, maintain department budget/manage supplier billing and agreements, and support the Retail Process, Training and Regional teams when needed. 

Major Responsibilities

• Create, implement, and monitor strategies for internal and external Customer Feedback that exemplify the Genesis brand experience.
• Oversee the analysis and reporting of customer satisfaction surveys and metrics.
• Develop strategies and policies to maximize the customer experience and retention. Communicate action plans with stakeholders and management.
• Oversee the development and publishing of program documentation (FAQs, Guidelines, Announcement Letters, etc.).
• Manage weekly/monthly program performance reporting and analysis.
• Partner with Training & Education department to develop retailer training materials as required.
• Work with Retail Experience team to provide insight into the customer journey and satisfaction as required.

Major Responsibilities (continued)

• Create, implement, and monitor strategies for internal and external Customer Feedback that exemplify the Genesis brand experience.
• Oversee the analysis and reporting of customer satisfaction surveys and metrics.
• Develop strategies and policies to maximize the customer experience and retention. Communicate action plans with stakeholders and management.
• Oversee the development and publishing of program documentation (FAQs, Guidelines, Announcement Letters, etc.).
• Manage weekly/monthly program performance reporting and analysis.
• Partner with Training & Education department to develop retailer training materials as required.
• Work with Retail Experience team to provide insight into the customer journey and satisfaction as required.

Authority

• Communicate and resolve issues to management and business partners.
• In absence of direct supervisor this role can make appropriate decisions in the absence of the Sr. Group Manager in relation to customer feedback function.
• Manage activities and performance of service partners/vendor and timelines.
• Signature authority to approve accounting documents as per Company’s signature matrix.
• Signature authority on expense reports and time-off reports for direct reports.
• Conduct hiring interviews, make hiring recommendations and endorse candidate for hiring offers.
• Address and counsel direct reports on performance issues and objective direction.

Education

Related Experience

• Eight or more years of automotive OEM experience required.
• Three or more years of supervisory experience is 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)