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Sr. Customer Sales Experience Specialist

Date: Nov 17, 2020

Location: Irvine, California, US

Company: KIA Motors America

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 supports the customer sales experience overall for the Kia brand to specifically impact sustained improvement in the annual syndicated JD Power SSI Study.  This position is responsible to monitor and track sales satisfaction trends, provide analysis, diagnose the issues, make improvement recommendations and track the progress of the key actions.  This position will also oversee the post-sale customer survey, sales satisfaction indices, email capture rates, response rates, survey integrity and more. These insights and recommended actions will help shape the culture to put the customer first in our corporate and dealership practices. 

 

Additionally, this position will support the Sr. Sales Satisfaction Manager and assist Field Operations with analytics, reporting and tracking of other sales satisfaction related programs including; Kia Dealer of Excellence, Sales Elite, training and other projects as required. 

Major Responsibilities

1st Priority - 50%

Monitor, analyze, diagnose and provided actionable insights on the sales satisfaction data (data analytics) to drive improvement of the customer sales experience as measured in the JDP SSI survey.

 

2nd Priority - 20%

Support the development and implementation of dealer, field and vendor programs and projects designed to improve the overall customer sales experience. 

 

3rd Priority - 20%

Provide analysis, insights, recommendations and tracking for other SSI related programs such as; KDEP, Sales Elite, training and etc.

 

4th Priority - 10%

Support other Field Operations activities, programs, and initiatives, as well as miscellaneous projects and assignments, as determined and directed by management.

 

Education/Certification
  • B.A., or equivalent experience, from a fully accredited college or university. 
Overall Experience
  • 5+ years strong analytical focus/experience in a customer experience field, advanced proficiency with statistics and data analysis. 
  • Prefer candidates with automotive manufacturer sales experience with an understanding of the relationship between manufacturer and dealer. 
Directly Related Experience
  • Must understand the relationship between manufacturer and dealer from a sales perspective.
  • Ability to resolve appeals regarding customer survey results by reviewing evidence and understanding all stakeholder positions and then rendering a response or recommending a resolution.

 

Other Requirements: 

  • May need to work additional hours outside of normal business hours as required by the job, including weekends or holidays.  
  • Occasional travel may be required domestically and/or internationally. 
  • Perform all other duties as assigned. 
Skills
Self-motivated
Accomplished PC skills including Microsoft Excel and PowerPoint. Advanced skills in Excel including; pivot tables, indexing and collating data from multiple data sources. Strong understanding of how to use large amounts of tabular data.
Strong analytical skills and experience using mTab and/or other data analysis tools. Good understanding of statistical concepts and practices.
Strong verbal and interpersonal skills communication skills.
Ability to effectively and concisely communicate visually (eg: PowerPoint).
Strong multi-tasking skills.
Competencies
Adapting to Change
CHALLENGE - Solving Complex Problems
Championing Customer Needs
COLLABORATION - Building and Supporting Teams
Communicating Effectively
CUSTOMER - Serving Customers
Delivering High Quality Work
Entrepreneurial Thinking
GLOBALITY - Showing Community and Social Responsibility
Managing Resources
PEOPLE - Interacting with People at Different Levels

 

Equal Employment Opportunities

KMA 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.  KMA complies with applicable law governing non-discrimination in employment in every location in which KMA has offices.  The KMA 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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