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Manager, Recall & Campaign Communication

Date: Sep 22, 2022

Location: Fountain Valley, CA, US, 92708

Company: Hyundai Motor America

At Hyundai, 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 Hyundai, 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.

 

Reports to

Senior Group Manager, Customer Connect

Location

NHQ

Exempt Status

Exempt

Vehicle Benefit

MDLP

Purpose

~ This position is responsible for communication relating to recalls and campaigns including management for HMA’s recall notification compliance. Coordinates with Legal and Customer Satisfaction Divisions to ensure accuracy of mandated federal compliance notifications. Coordinates communication related to recalls and campaigns when applicable.

Major Responsibilities

~ Recall & campaign communication.

~ Ensure accuracy of notification compliance. Provides communication research, as necessary.

~ Coordination of internal and external creation and distribution of customer facing material for recalls communications.

~ Manage, track, and report all notification metrics; establish metrics for mailing schedule.

~ Manage, track, and report recall completion rates, provide regular reporting to stakeholders.

~ Manage activities and potential new activities to maximize completion rates.

~ Manage and speaking with current and new suppliers to improve recall completion rates.

~ Manage all PII information for all mailing process, ensure correct data is received and provided to Legal team.

~ Manage campaign reimbursement process.

~ Develop, deploy, and manage customer self-help alternatives (IVR, micro-site development, Chabot).

~ Manage and track program budgets. Establish requirements, select vendors, submit for reimbursement, and manage vendor performance. Ensure programs are operating within approved budgets. Identify when incremental budgets are needed.

~ Assist in the creation of annual budget and ensure partner scope is accurate and sufficient for efforts.

~ Coordinate Legal, Safety, Warranty Department approval for all communications.

~ Manage a staff, effectively coach, counsel, and develop staff. Utilize the diverse talents of the staff by efficiently managing staff’s time, materials and budget while focusing on the goals and vision of the company.

~ Special projects, assignments or tasks as deemed appropriate and assigned by management.

~ Support all HMA, Division, Sub-Division, and sectional goals.

Major Responsibilities (continued)

Authority

~ Management and development of personnel within the department (evaluations, hiring, coaching, counseling, terminations).

~ Direct goodwill expenditures for customers by working with HMA call center management team (customer recall reimbursement expenses).

~ Hyundai check request approval.

Education

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

Related Experience

~ 6+ years of experience working in the automotive industry.

~ 6+ years experience in managing outbound communication efforts.

~ Experience working with 3rd party data lists.

~ 4+ years working with Direct Mail and Email communications.

~ Experience working with field and retail personnel is desired.

~ Experience working with recalls desired.

~ Consumer Affairs/Customer Service experience a plus.

Skills/Knowledge

~ Proficient knowledge of Word, Excel, PowerPoint and other Windows-based computer programs.

~ Strong oral and written communication skills.

~ Ability to work with many different personalities in a fast paced environment.

~ Excellent organization and follow-up skills.

~Program management skills

~ Excellent decision-making skills with defined judgment ability and maturity.

Certification Required

~ N/A

Physical Requirements

Normal office duties
Able to travel domestically
Travel: 0% - 25%

Compensation & 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