Manager, Customer Experience & Loyalty

Status

Summary

This position is responsible for maximizing the overall Kia ownership experience in aftersales, resulting in a Tier 1 Customer Experience (CX) and increased service retention and brand loyalty.  The Manager acts as a “Voice of the Customer” and consultant to the entire company (Corporate and Field). The ultimate purpose of this position is to elevate consumer perception of the Kia brand, to build lasting relationships, grow future service, parts, and vehicle purchases, and strengthen KUS and Dealership profitability.  The position works closely with teams across the KUS and KNA organizations to enhance other customer touchpoints throughout the ownership cycle (e.g. the Sales to Service handoff, Kia Owner’s Portal, Kia Connect).

The position supports the Director, Service Operations, in driving results in three key areas: 1) dealership processes, 2) the customer experience, and 3) service retention and loyalty, resulting in improved fixed operations business and the finance performance of both Kia and Kia Dealers. Success is measured through Service customer surveys and service retention data and is the result of the development and implementation of effective strategies, processes, tools and motivational activities. Monitoring and consulting as programs and processes mature is required. 

The role will oversee the implementation and execution of aftersales initiatives and programs such as Service Lane Technology, Express Service, Prepaid Maintenance, Dealership employee engagement and retention, and service capacity improvement. The position will work cross-functionally to identify other Dealer profitability opportunities as the marketplace evolves. 

The position will be responsible for the oversight of vendors and Field and Dealer activities in the successful execution of programs and business initiatives.  The role supports all aspects of aftersales program development, launch, implementation, promotion, tracking, and sustainment, including developing Executive Approval Decks (EADs) to secure organizational buy-in and funding approval. The role is responsible for leading the development of necessary department analysis, training, and presentations. 

Major Responsibilities

1st  Priority - 30%

Evaluate and assess performance; oversee the execution of strategic initiatives and action plans to achieve national objectives for customer satisfaction, and service operations. Provide framework and operationalize all aspects of the aftersales customer experience.  Oversee the performance of field and corporate employees, including identification of training and development needs in collaboration with Kia University. Lead the development of reporting to ensure sustainment of dealership activities and compliance with Kia practices and behaviors. 

2nd Priority - 30%

Responsible for operationalizing and managing the successful launch, implementation, execution and sustainment of aftersales business development initiatives, tools and processes to achieve department objectives. This includes the expansion of tactics, training and regional coordination to support the growth of Dealer service volume and throughput. Work closely with Parts & Service marketing team.

3rd Priority - 20%

Operationalize and manage strategies, initiatives, and tactics to improve Service Retention. Lead the department in the development of approaches and initiatives to achieve loyalty. This includes but is not limited to overseeing the development of strategies, tactics and Executive Approval Decks for formal approval.

4th Priority - 10%

Represent Service Operations to other KUS departments, Regions, Dealers, KHQ, KNA, and vendors to promote a customer-centric point of view throughout the organization. Develop plans for North American benchmarking and adjust field/corporate objectives in accordance with industry changes.  

5th Priority - 10%

Supervise and develop staff. Maximize effectiveness of department resources to accomplish annual business plan within budget.

Education/Certification

• A Bachelor’s degree or equivalent experience and demonstrated skills required
• Master’s Degree a plus

Overall Experience

• 10+ years’ experience in the automotive industry, retail and/or corporate with dealer contact experience preferred
• 7+ years’ experience in field service management preferred
• Overall knowledge of manufacturer, field, and dealership operations
• Project Management experience in a wholesale automotive environment
• Strong understanding and experience with new and emerging products and processes that lead to the growth in service customer retention, and the ability to recognize the importance of consistent and durable integration into normal dealership operations processes. 
   

Directly Related Experience

• 7+ years of successful corporate fixed operations management experience
• 7+ years of regional automotive field experience is preferred
• Direct management of field activities 
• 5+ years’ experience in retail dealership service operations is desirable
• Consumer Affairs and/or Customer Experience Management preferred
• Must have deep understanding of retail aftersales operations, owner satisfaction, and key drivers of change
• Knowledge and understanding of both wholesale and retail automotive operations regarding all areas of Service & Parts Operations
   

Skills

Competencies