Senior Manager, Retail Process & Experience
Date: Sep 21, 2024
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.
Location
NHQ
Purpose
- The Senior Manager, Retail Process & Experience is responsible for development, implementation, management, and communication of all elements/initiatives of dealership retail sales experience. This position plays a critical role in improving customer experience/satisfaction, owner retention/loyalty, retail sales, and dealership profitability. Through effective CX/RX programs and utilization of key data/metrics/tools, this position will achieve operational excellence and close the gaps in retail dealership processes.
Major Responsibilities
- Responsible for day-to-day management of Retail/Customer Experience programs. (e.g., Dealership Evaluation, Mystery Shop, Consulting, Sales Retention (Rejecter), DRS, Delivery Checklist, etc.)
- Develop strategies and tactics to improve dealership retail operations, operational excellency to increase sales capacity, customer experience, customer retention and profitability.
- Develop strategies and tactics to improve industry benchmark studies such as JDP SSI, CSI, IQS, and NADA Dealer Workforce Study.
- Refine Hyundai’s retail sales standards, develop retail sales best practices, and implement tools to narrow the opportunity gaps in various retail processes to elevate the customer experience (prospecting, lead management, price negotiation, F&I, pre-/delivery, follow-up, reputation/relationship management, etc.)
- Lead and support various RX/CX initiatives and ideations to move Hyundai’s retail dealer network towards providing “modern retail” experiences (e.g., new retail initiatives, adapting innovative retailing tools to promote seamless/frictionless purchases & delivery experience, etc.)
- Participate in industry events / forums and benchmark competitors to identify, select and incorporate innovative process and programs into the Hyundai best practice process.
- Collaborate closely with the Customer Feedback & Regional CX teams, using insights and trends from SSI, RX surveys, other relevant internal data, to customize region and dealer action plans for improvement.
- Collaborate with other HQ and regional key stakeholders of CX/RX to align, gain support, communicate, execute key initiatives, strategies, and programs.
- Provide quantitative analysis to measure CX / RX on an ad-hoc basis.
- Provide recommendations for CX / RX system and process improvements.
- Provide reporting and analysis for related programs regularly and as-needed basis to dealers, internal AS/CX teams, HMA Field, and HQ executive management and stakeholders.
- Coordinate, develop and present department proposals and results for a broad range of audiences, including dealers, internal AS/CX teams, HMA Field, and HQ executive management and stakeholders.
- Define, implement and report on program performance metrics to ensure success of the initiatives and calibrate plans accordingly.
- Responsible for developing and managing the budget for related programs, including but not limited to, tracking budget/variances/expenses, forecasting, monthly accrual submissions to Finance.
- Responsible for managing vendors and supplier partners for related programs, including but not limited to, working with HMA Purchasing to complete all procurement related processes and documents for successful program launch and management. (PRs/POs, RFP, Scope or Services, Contracts, etc.).
Authority
- Make key decisions on departmental programs, budgets, and tasks in association with Senior Group Manager of the department.
- Oversee performance of suppliers and purchase process, including review of and recommendations for supplier agreements, developing scopes, and monitoring quality to ensure delivery of goods/service level agreement.
- Develop and manage applicable program budgets and finance process, including invoice payments.
- Decision making in both strategic and tactical action for retail process & customer experience / performance initiatives.
- Operates with limited supervision and direction from the Senior Group Manager.
Education
- Must be a high school graduate
- Bachelor’s degree preferred
- Master’s degree a plus
Related Experience
- Eight or more years of experience in the automotive retail sales or OEM sales field management, of which three-to-five years are spent directly interfacing with retail dealerships.
- Three or more years of experience in cross-functional program management.
- Must have a firm understanding of or experience with digital retailing tools.
Skills/Knowledge
- Ability to work on multiple projects and set priorities.
- Ability to assess operational and strategic strengths and make recommendations to leverage or augment strengths and weaknesses.
- The ability to manage by influence as well as authority.
- Excellent written and verbal communication skills.
- Excellent written and verbal presentation skills.
- Ability to manage budgets, payments and schedule.
Certification
- N/A.
Physical Requirements
- Normal office duties
- Travel: 0% - 25%
Work Model
#LI-Hybrid (60% Onsite/40% Remote)
Affiliate
#Hyundai
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