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Director, Customer Journey

Date: Jul 13, 2021

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.

Status

Exempt

Summary

The Director, Customer Journey will oversee Kia America’s (KUS) Customer Relationship Management (CRM) initiatives by overseeing all direct-to-customer vehicle marketing communications and operations, Kia.com, and new website innovation by utilizing industry tools, analyses marketing program effectiveness and best practice and benchmarks. This position will be the primary liaison for all Kia CRM efforts including but not limited to working with Parts Marketing, Consumer Affairs and Hyundai Capital.  This role will provide guidance and direction to agency partners, vendors, budget oversight and processes as necessary to meet business objectives and maximize return on Kia’s retail marketing, website innovation, and analytics investments. Develop and utilize analytics to drive website strategies and program improvements.

Major Responsibilities

Priority

Major Responsibility

1st - 35%

CRM: 
Oversee new vehicle direct marketing communications (online & offline) to Kia owners and targeted prospects as well as oversee internet brand generated leads and various program initiatives.

2nd - 25%

CRM: 
Represent Marketing in overall KUS Customer Experience Group and participate in brand at retail enhancement efforts, including customer experience marketing projects and implementation of new retail sales and service processes when it relates to marketing.

3rd - 20%

Website Management:
Lead kia.com website analytics to measure, track and optimize website program effectiveness and ROI and coordinate with Kia Corporation (Kia HQ) to ensure improvements to website systems and tools are benchmarked and are leveraging best practices.

4th - 10%

Website Management:
Take lead on Customer Journey initiative to redesign customer engagement in driving traffic to the website and enhancing the online experience.

5th - 10%

Website Management:
Lead New Website Technologies for KUS to enhance kia.com experience and in driving lower funnel activities and oversee kia.com and all its programs and activities to launch and sustain products, and promote on going sales activities.

Education/Certification

Bachelor’s degree or equivalent work experience required

Master’s degree desirable

Overall Experience

15+ years’ experience in Marketing, Advertising or Graphic Design at corporate or agency side required.

10+ years’ experience in CRM programs experience required, automotive specific experience highly desired.

5+ years’ experience in leading and/or managing digital marketing activities; experience developing and optimizing web and mobile based platforms strongly desired as is experience overseeing paid and owned digital/social platforms and tools required.

Directly Related Experience

Must have extensive experience with Adobe Creative Suite.

Must have thorough understanding of marketing strategies and digital operations.

Must have solid understanding of the enterprise lead management systems environment.

Must be able to demonstrate history of driving cultural change, innovation and growth through brand recognition and customer locality initiatives.

Skills

Strong project management and organizational skills
· Strong strategic planning & leadership development skills
PC skills including Microsoft Word, Excel, Power Point
Adobe Creative Suite (Photoshop and/or Illustrator)
Strong verbal communication skills
Ability to multi-task, juggle competing demands, prioritize and work with other team members at all levels within the company.
Strong interpersonal skills
Self-motivated

Competencies

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
Adapting to Change
Communicating Effectively
Delivering High Quality Work
Entrepreneurial Thinking
Managing Resources
Developing Talent
Driving Continuous Improvement
Inspiring and Motivating Others
Managing Risk
Setting a Strategic Vision

 

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.


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