Manager, Retail Retention & Recognition Programs

Location

Purpose

• Manage existing dealer reward and recognition programs to reduce turnover, increase dealer employee retention and engagement with the Hyundai brand, driving sales, enhancing customer experience, and improving dealer profitability.
• Oversee supplier selection and relationship management for programs in the dealer training group.
• Monitor and provide comprehensive analytics on program performance.
• Lead collaboration efforts on developing reward programs to enhance dealer performance.

Major Responsibilities

Strategic Planning:

• Develop strategy to improve Service Consultant, Service Technician, and Service Manager retention with the Hyundai brand through targeted rewards and communications.
• Develop strategy to improve customer satisfaction and customer pay parts sales through targeted reward promotions. Includes development of program rules, objectives, and budgets. 
• Develop strategy to improve dealer personnel engagement with the Hyundai brand through targeted communications in compliance with brand standards and future vision.  
• Develop communications strategy to improve dealer personnel and field engagement with the service incentives program and the Hyundai brand. 

Program Management:

• Manage existing customer satisfaction programs that improve the service experience and dealer performance, and any other new Customer Satisfaction programs that are developed throughout the year. 
• Oversee supplier selection and relationship management, including RFP and Scope of Service development. Review and approve deliverables. Ensure Hyundai needs and expectations are met. 
• Maintain supplier agreements, change orders, purchase requests, purchase orders, and invoices. Facilitate processing and approvals with internal departments. 
• Communicate new program launch, progress, and results via email, website analytics, reports, and presentations. 
• Maintain budget, including annual development, monthly accruals, ongoing monitoring and reconciliation. Includes overall department budget and individual budgets for above programs. 
• Document and maintain department processes for above programs (e.g., dataflow to/from suppliers, report procedures, program approvals). Identify issues and improvement opportunities. 
• Develop new data feeds and reports for Hyundai dealers and field personnel, as needed. This includes collaboration with the Privacy Department, IT Department, Field Operations, etc. 

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Operations:

• Manage relationship with HMA Purchasing Department to ensure all department purchasing questions are resolved in a timely manner. 
• Collaborate with other HMA Departments, such as Training, Parts, After Sales, Warranty, Region Management & Field Operations to ensure above programs meet Division & Company needs.
• Address questions or inquiries about above programs from National and Regional management, dealers, and customers. Resolve issues and help motivate dealer behavior to achieve desired HMA objectives. 
• Develop Dealer and Field Communications to support best practices, training opportunities, and drive performance as needed. 
• Lead Dealer and Field training on the Rewards program as needed

Major Responsibilities (continued)

• Compile, update, and distribute regular reports (daily, weekly, monthly) for HMA corporate and regional management.
• Assist Internal Audit personnel in regular dealer audits.  
• Coordinate, develop and present department proposals and results for a broad range of audiences including HMA Executive Management, HMC Executive Management, Dealership and Field personnel

Analysis:

• Integrate raw data into PowerPoint charts and slides that can be used by management for presentations and performance measurement. 
• Analyze and report research data, identify trends and implications, and make recommendations to management regarding improvement opportunities. 
• Monitor program quality and trend. 
• Define, implement, analyze and report program progress and results.  Provide scheduled and ad hoc reports and analysis and utilize insights to enhance current and future programs. 

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Planning & Budget:

• Maintain program budget and manage supplier billings and agreements. 
• Manage relationship with HMA Finance Department to ensure all department budget questions and concerns are resolved in a timely manner. 
• Maintain and update monthly budget tracking spreadsheets, identify variances and follow up with vendors or stakeholders to document the situation. 
• Process invoices and prepare Purchase Orders/Change Notices for vendors supporting Service Experience and Planning. 
• Manage annual budget process for Service Experience and Training department. 

Authority

• Oversee performance of suppliers and internal support departments. Includes developing scope, monitoring quality, and ensuring delivery of goods/services. Also includes review of and recommendations for supplier agreements, purchase requests, budget, and invoices.
• Exercise independent judgement with final editorial control over reward communications, process documents, and field/dealer announcements.
• Use advanced knowledge to create and distribute high-level decks and reports that assist executive management in making key business decisions.

Education

Related Experience

• Six or more years of automotive industry work experience of which at least three years are directly related experience in automotive parts or service.
• Experience in fast paced environment.
• Program management and vendor relations experience required.
• Marketing and Merchandising experience and knowledge required.
• SQL and Microsoft Access experience desired.

Skills/Knowledge

• Excellent verbal and written communications skills to allow effective interaction with all levels of the organization.
• Ability to work independently, under pressure of deadlines, handle multiple priorities and pay close attention to detail.
• High degree of proficiency in Microsoft Office (Excel, Access, Publisher, Word, PowerPoint, and Outlook).
• Ability to thrive in a team environment.  

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)