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National Manager, Customer Experience & Loyalty

Date: Nov 23, 2022

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

This position is responsible for maximizing the overall Kia ownership experience in aftersales, resulting in high CSI and service retention.  The customer experience (CX) is the foundation for owner 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, future service, parts, and vehicle purchases, strengthening KUS and dealership profits. The position works closely with the Sales Satisfaction and marketing teams to enhance other customer touchpoints, including the Kia Owner's Portal and Kia Connect. 

Candidate will support the Director, Service Operations, in driving results in three key areas: 1) dealership processes, 2) the customer experience, and 3) service retention, 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. This includes monitoring and consulting as programs and processes mature. 

 

The role will also oversee the implementation and execution of Service Lane Technology, Express Service, Prepaid Maintenance Program, Fixed Operations Consultant Program, capacity improvements, and will work with the team to identify other Dealer profitability opportunities as the marketplace evolves. 

 

The Manager will be responsible for the oversight of vendors, and will consult on field activities in support of programs, as well as all aspects of program development, launch, implementation, promotion, tracking, and sustainment, including developing Executive Approval Decks to secure organizational buy-in and funding approval. The role will also be responsible for leading the development of necessary department analysis, training, and presentations as needed. 

Major Responsibilities

1st  Priority - 30%

 Assess performance; develop strategic initiatives and action plans to achieve national objectives for customer satisfaction with Dealer service, as measured by KSI and CSI. Provide framework and direction for all aspects of the aftersales customer experience.  Lead the field and corporate employees, including development of training activities in collaboration with KU. Lead the development of  reporting to ensure sustainment of dealership activities.


2nd Priority - 30%

Responsible for managing the successful launch, implementation, execution and sustainment of Service Business Development related initiatives and achievement of department objectives. This includes the expansion of tactics, training and regional coordination. Examples of initiatives include Express Service, Service Lane Technology, Prepaid Maintenance, Fixed Operations Consulting support, and actions to support the growth of Dealer service volume and throughput. Work closely with Parts & Service marketing team.


3rd Priority - 20%

Manages strategies, initiatives, and tactics to improve Service Retention. Lead the department in the development of approaches and initiatives to achieve loyalty. This includes overseeing the development of strategies, tactics and Executive Approval Decks.


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 staff and 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

  • 15+ years’ experience in the automotive industry, retail and/or corporate with dealer contact experience preferred
  • 10+ 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

  • 10+ years of successful corporate fixed operations management experience
  • 10+ 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

Excellent oral presentation and written communication skills
Strong project management and organizational skills
High degree of customer experience focus and factors that impact retention
Proficiency in Microsoft Office programs and data analysis
Superior interpersonal and motivational skills
Superior ability to persuade and lead by example
Ability to lead design and implementation of successful training programs
Excellent strategic and tactical planning ability
Creative vision and analytical thinking

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
Championing Customer Needs
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

Pay Range

$122,300.00 - $171,200.00 

 

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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