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Sr. Omni Channel Specialist

Date: Dec 1, 2022

Location: Irvine, California, US, 92606

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

Under Kia NA organization managing/supporting/coordinating 3 markets (US, Canada and Mexico), for the purpose of improving CXs from online to in-store channel/touch-points, design an overarching omni-channel strategy to seamlessly connect online CX (Kia.com, dealer website and digital retailing) with in-store CX (dealership) in automotive business with KPI set-ups to manage, and roll out the strategy to all 3 markets by managing maturity levels after application.

Major Responsibilities

1st Priority - 25%

Establish the overarching omni-channel strategy to integrate the online/in-store CXs based on CX journey map covering the entire of CX areas of marketing/sales/service areas.

  • Define roles of online/in-store touch-points directly communicating with customers along with CX journey (Social media, Kia.com, dealer website, digital retailing, dealerships, call center etc.)
  • Coordinate with 3 markets in setting-up the localized omni-channel strategies by analyzing the channel operation status of markets.
  • Elaborate the omni-channel strategy for the specific car models to be launched, more focusing on EVs
  • Set-up the overall omni-channel KPIs to cover the entire CX journey from online to in-store
  • Upgrade the overall/market’s omni-channel strategy with the monitoring result

2nd Priority - 25%

Roll out the localized omni-channel strategy to 3 markets and manage/coordinate with markets on a regular basis by monitoring the KPIs

  • Roll out the omni-channel strategy to 3 markets based on the maturity evaluation of the market, and set up an improvement plan
  • Support/manage the local activities for improvement and continuously monitor the KPI improvement trends.
  • Upgrade the local omni-channel strategies based on the KPI monitoring results with improvement plan

3rd Priority - 20%

Manage the implementation/operation of next gen. CRM (Salesforce.com) in Kia NA markets.

  • Coordinate with markets in analyzing CRM operation status in terms of both business and system perspective.
  • Roll out the Salesforce.com to markets for upgrading the current CRM operation/system with more wide ranging of coverages
  • Monitor the roll-out result with markets and demonstrate the enhancement after Salesforce.com application

4th Priority - 20%​​​​​​​

Establish the overall in-store digital CX/tool strategy in dealership level and manage the roll-out status to markets

  • Coordinate with markets in designing in-store CX/tool strategy and roll it out to markets 
  • Monitor the roll-out result with markets and upgrade the strategy according to markets’ performance

5th Priority - 10%​​​​​​​

Coordinate with internal/external stakeholders 

  • Internal : 3 markets, Kia HQ
  • External : partners, vendors
     

Education/Certification

  • Bachelor’s degree required, or equivalent work experience

Overall Experience

  • Minimum 5 years’ experience with digital automotive marketing, CRM, CX journey area
  • Working knowledge of CRM, and CX journey map design/operation 
  • Client-side experience preferred.  Automotive OEM or dealership experience a plus.
     

Directly Related Experience

  • In-depth knowledge of automotive business and digital marketing platforms at both the dealer level and the OEM level.
  • Proven skills in developing consensus with internal and external stakeholders via focused communication.
  • Demonstrated success in a fast paced, high workload environment.
  • Demonstrated skills in collaboration, strategic thinking, analytics, written and verbal communications, organization, attention to detail, planning and innovation.
     

Skills

Ability to lead groups and be decisive
Collaborative skills to accept and incorporate ideas into strategies
Excellent communication skills and interpersonal skills, both verbally and in writing.
Innovation and creativity to design omnichannel strategies that improve the customer experience.
Strong innovative thinking, strategic planning & leadership development skills
Strong knowledge of CRM, CX journey map design/operation, digital platforms, and online resources
Strong PC Skills: Microsoft Office Tools: Word, Excel, Power Point and Office 365.

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

Pay Range

$74,400.00  - $96,600.00 

 

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.


Nearest Major Market: Irvine California
Nearest Secondary Market: Los Angeles

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