Customer Sales Experience Manager

Date: Apr 5, 2024

Location: Irvine, California, US

Company: Kia America, Inc.

At Kia, we’re creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.

Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and time off starting at 14 days per year. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.




The Customer Sales Experience Manager will be the primary lead on the development and sustainment of digital tools and technologies to support the sales experience.  This includes all aspects of the customer purchase and delivery process, as well as products and processes in conjunction with image facility branding (as part of SI 2.0).  The role is responsible for in-depth analyses, quality control, planning, and reporting to ensure a high degree of Dealer integration, Field engagement, and cross-functional project management within Kia.

This position is both strategic and operational.  The individual will need to proactively understand current and future tools, technologies, and strategies to support the sales process and the customer experience.

The role will manage the implementation, tracking, and achievement of various customer sales experience strategies, including ongoing tool development, incentives, and initiatives.  This position will actively engage across multiple KUS channels, such as Product Quality, Distribution, Sales & Incentives Planning, Product Development, Marketing, Customer Journey, Service and Aftersale, KU, Corporate Strategy, and others, to ensure Dealers and the Field have what is needed to achieve an improved customer sales and delivery experience.

This position is the primary point of contact for the Field and its Dealers.  Issue resolution is a requirement of this role, and this individual will work ongoing with internal partners and vendors to ensure optimum tool and tech performance and integrity.

The role will lead training and communications relative to all customer sales experience tools and technologies by and between KUS channels and the Field and its Dealers.

This individual is responsible for coordination across various KUS channels and the oversight of relevant and timely content management.  The position will oversee all vendor activities, data integration, and be responsible for budget management.

The Customer Sales Experience Manager will focus on performance and advanced planning aligned with customer sales experience improvement strategies and division/department targets.

Major Responsibilities

1st Priority - 25%   

• Execute Dealer and Field engagement, questions/issues, and administration
    -Support daily use by Dealer and Field teams, including inquiries, concerns, and questions
    -System access and management, including troubleshooting with HAEA/Infosys/DTT
    -Ongoing new-user management

2nd Priority - 25%   

• Lead Strategic development on customer and sales processes using tools and technologies
• Coordination of model management w/KUS channels
    -Lead model and MY loads through daily collaboration with business units/stakeholders – Service, PQ, PP, KU, Marketing, etc.
    -Ensure high degree of data integrity, accuracy, and on-time
    -New technologies being deployed that require customer education support
    -Coordinate feature selection and development of video and graphic materials

3rd Priority - 20%   

• Oversee all content and vendor management
    -Direct data loads
    -Oversee content integration ongoing
    -Manage vendor activities to ensure on-time and accurate execution

4th Priority - 15%   

• Implement quality control and tool evolution
    -Oversee all content for accuracy and timeliness
    -Refine and evolve user interface
    -Phased development, such as linking Kia Maintenance Plan, upgrades based on user findings/opportunities, lead management, CRM, and F&I integrations

5th Priority - 15% 

• Develop and maintain reporting, analyses, and promotion
    -Report out to management team daily/weekly and ad hoc as needed
    -Develop performance reports to maximize engagement
    -Develop reports on training opportunities 
    -Identify trends, including analyses of customer data/feedback for new feature development or upgrades
    -Promote Dealer and Field opportunities
    -Ongoing SWOT and benchmarking


  • Bachelor’s degree or equivalent work experience required

Overall Experience

  • 7+ years’ experience in the Automotive Industry – Dealer contact preferred
  • 3-5 years’ experience in Field/Sales management and/or relevant Customer Operations
  • 2-3 years’ experience in Project Management and/or Program Development

Directly Related Experience

  • Occasional travel may be required domestically and/or internationally
  • May need to work additional hours outside of normal business hours as required by the job, including weekends or holidays
  • Perform other duties as assigned


Superior project- and vendor- management skills
High degree of accuracy and quality-control
Technologically savvy with some knowledge of IT program development
Strong PC skills including Access, Word, Excel and PowerPoint
Strong oral and written communication & presentation skills
Strong multi-tasking skills.
Strong interpersonal skills
Maintain a valid driver’s license and responsible driving record.


CHALLENGE - Solving Complex Problems
COLLABORATION - Building and Supporting Teams
CUSTOMER - Serving Customers
GLOBALITY - Showing Community and Social Responsibility
PEOPLE - Interacting with People at Different Levels

Pay Range

$76,535 - $102,000

Pay will be based on several variables that are unique to each candidate, including but not limited to, job-related skills, experience, relevant education or training, etc.


Equal Employment Opportunities

KUS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law.  KUS complies with applicable law governing non-discrimination in employment in every location in which KUS has offices.  The KUS EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.


Disclaimer:  The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Job Segment: Marketing Manager, User Experience, Outside Sales, Sales Management, Project Manager, Marketing, Technology, Sales