Location

Purpose

• This position is designed to support and collaborate with, HQ, Regional Leadership, District Teams, and Regional Dealers to help develop, coordinate, launch and manage Customer Experience tactics to elevate Hyundai’s brand. The Sr. Group Manager, Customer Experience will be responsible for developing and implementing region specific strategies to improve Hyundai’s Customer Experience.

Major Responsibilities

• Support all Customer Experience efforts between NHQ, Regional Teams and HMA Dealers
• In cooperation with the regional team members utilize observations and data in the development of recommendations, to enhance programs and processes that will accelerate Customer Experience in the assigned region and dealer network.
• Facilitate communication to HMA Regional Team, HMA Dealers and HMA NHQ on all Customer Experience tactics, and results.
• Focused engagement with HMA Regional Dealers, Regional Markets and actively participate in Regional Meetings (i.e., HDAA, RDAC) to assess and track the state of the region’s Customer Experience.
• Work closely with region/field to identify dealers with greatest deficiency in customer satisfaction, then develops a process improvement plan to address areas of greatest concern.
• Publish Management reports for all relevant parties (HMA Region, HMA Dealers, HMA NHQ) to understand the status, improvement actions and overall goals.
• Manage/own the Retail Experience (RX) Rewards program for assigned Region including eligibility, status, and opportunities.
• Influence, coordinate, and build relationships with senior executives, as well as broader Sales and Aftersales partners/stakeholders.
• Train and develop the SMM and AMM in the areas of Customer Experience Best Practices and the understanding/utilization of the RX Portal.

Major Responsibilities (continued)

• Quickly identify areas of deficiencies in Customer Experience and can make reasonable recommendations for corrective action.
• Create and improve Customer Experience tactics for the overall Regional Strategy.

Authority

• Develop and deploy Customer Experience related recommendations.
• Authorize reasonable discretionary spending to make an impact upon the Customer Experience.
• Decision making for customer disputes/concerns approving appropriate amounts of financial assistance to resolve the concern in the best interest of both the customer and Hyundai Motor America.

Education

Related Experience

• Ten or more years of relevant experience of which at least five directly related wholesale experience in the automotive industry.
• A solid understanding of HMA NHQ, Regional and Retail Operations
• Retail experience a plus.
• Industry knowledge – automotive retail preferred.
• Demonstrates a sound understanding of automotive dealership sales/service/parts operations and financial services; uses knowledge and experience to improve operational performance.

Skills/Knowledge

• Strong written and oral communication skills, competent PC user. Proficient in the use of Windows based software applications including Microsoft Excel, Word, PowerPoint.
• Problem Solving: uses qualitative analytical skills to solve difficult problems; suggests and tests well-reasoned solutions.
• Customer Service Skills: Seeks to understand customer needs and expectations; understands the customer’s position, develops, and implements solutions to meet the customer needs; looks for opportunities to become involved.
• Business and Financial Literacy: Demonstrates sound fundamental understanding of business concepts that impact the success and profitability of the organization: understands the implications of key financial indicators; uses financial information to assess the impact or viability of alternative actions.
• Organizational/Planning Skills: Able to apply the methods used to control multiple projects including documentation, prioritizing, tracking, follow-up, and follow-through.
• Negotiation/Problem Resolution Skills: builds relationships; demonstrates integrity and trustworthiness, brings conflicts and disagreements into the open and effectively negotiates a resolution; is persuasive and thinks well in impromptu situations. Maintains stability of performance under pressure; reacts well to emergencies; maintains positive composure and confidence in adverse situations.
• Performance/Results Focused: drives for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles; tracks and prioritizes work; sets high standards of performance; pursues aggressive goals and works hard to achieve them; maintains stability of performance under pressure.
• Ability to apply broad business judgment and acumen, recognized expert in the Customer Experience specialty.

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)