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Sr. Customer Relationship Management Manager

Date: Jan 14, 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

Strategic development and executional management of all direct-to-customer vehicle marketing communications and operations, including current Kia owners and new vehicle prospects.  Collaboration with current Kia.com website content team to maintain industry-leading status in terms of consumer value/relevance.  Significant impact to levels of owner retention, number of car shoppers to dealership showrooms and website, number and quality of prospect leads for retailers, increased marketing ROI and decreased marketing cost-per-car.  

Major Responsibilities

1st Priority - 30%

Drive Kia’s acquisition, engagement and retention strategies and innovation. Supervise our CRM operations and create an efficient and evolving customer lifecycle campaign program (online & offline) across prospecting, onboarding, retention and loyalty.


2nd Priority - 30% 

Develop creative programs and partnerships for product line launches and sustainment efforts, especially designed for increasing lead generation, including conquesting, and for bolstering customer loyalty. Manage those leads effectively to improve the CRM lead conversion to dealer showroom traffic and sales.


3rd Priority - 15%

Enhance the automation and personalization of our CRM efforts to ensure Kia is communicating with customers at the right cadence and delivering relevant and valuable content at the right time.


4th Priority - 15%

Collaborate with other marketing and enterprise teams on evolving the customer data quality, including segment and audience understanding.


5th Priority - 10%

Liaison with the HAEA team and represent Marketing Dept. in the continued improvement and integration of the technology stack.
 

Education/Certification

  • Bachelor’s degree in Business Administration/Marketing or equivalent work experience required

Overall Experience

  • Minimum 10 years corporate marketing experience (client or agency side)

Directly Related Experience

  • Minimum 5 years CRM (interactive and direct marketing) experience.
  • Client side experience preferred.  Automotive OEM experience a plus.
  • Candidate must possess a working knowledge of campaign automation and DMP solutions and understanding of database platforms and data warehousing concepts. Ideally experience with Adobe stack, specifically Campaign and Audience Manager.

Skills

PC skills including Microsoft Word, Excel, Power Point
Proactive and entrepreneurial leadership style
Solid Knowledge of CRM and DMP software solutions
Strong brand and product positioning applying skills
Strong departmental and agency management skills
Strong oral/written communication skills

Competencies

Adapting to Change
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
Championing Customer Needs
Communicating Effectively
Delivering High Quality Work
Developing Talent
Driving Continuous Improvement
Entrepreneurial Thinking
Inspiring and Motivating Others
Managing Resources
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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