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Sr. Customer Journey Manager

Date: Jul 20, 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

We are looking for a pioneer with creative and bold ideas who can identify the latest trends both within and outside of the automotive industry to effectively meet superior customer expectations. This position will have high visibility and the opportunity to work across many business units representing the customer journey. Core responsibilities include but are not limited to developing a strategic view of the customer journey and identifying ways to enhance the overall experience a customer has with the Kia brand. The role would also include the management of a cross-functional team to enhance and integrate back-end systems pertaining to the customer database.

Major Responsibilities

1st Priority - 25%   

Develop and execute a holistic strategy to take customer experience to the next level, including identifying process improvements to remove barriers towards a superior digital and in-store customer experience and adopting new technologies.


2nd Priority - 25%

Lead data migration from various existing systems to a consolidated new CRM system, which is a critical transformation that will catapult the entire organization.


3rd Priority - 20%

Work cross-functionally and with a variety of internal stakeholders to develop and drive the execution of the CX strategy. Provide thought leadership and continuous research for the implementation of the latest, best practice methodologies and tools.


4th Priority - 15%

Own, review, refine and continually improve the Customer Journey. Based on customer feedback, partner and collaborate on CX improvements with cross functional teams.


5th Priority - 15%

Align with internal business partners to address needs and requirements from each business unit, implementing KPIs to evaluate engagement and effectiveness of successful CX.

Education/Certification

  • Bachelor’s degree or equivalent experience required
  • Master’s Degree preferred

Overall Experience

  • Minimum 10 years in strategy, customer experience, project management and/or business operations. Automotive is a plus.
  • 5+ years experience in leading cross-functional teams across multiple business units.
  • Experience with customer database platforms and experience overseeing project execution from start to finish is strongly desired.

Directly Related Experience

  • Excellent knowledge and recognition of industry customer experience benchmarks
  • Ability to develop, implements, and administer departmental goals, objectives, metrics and procedures for providing effective and efficient results.
  • Demonstrated success in a fast paced, high workload environment.
  • Proactive and entrepreneurial leadership style
  • Proven experience in developing consensus with internal and external stakeholders via business acumen focused communication.

Other Requirements:

  • 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.

Skills

Demonstrated skills in collaboration, strategic thinking, analytics, written and verbal communications, organization, attention to detail, planning and innovation.
· Strong strategic planning & leadership development skills
Strong agency management skills
Strong PC Skills: Microsoft Office Tools: Word, Excel, Power Point and Office 365.
Strong budget planning & management skills
Excellent written and oral communication skills.
Strong multi-tasking skills.
Ability to identify patterns and formulate solutions
Strong analytical and negotiation skills
Strong managerial skills and ability to lead a team
Customer experience minded, strong interpersonal skills

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

 

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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