Sr. Sales Experience & Operations Manager

Status

Summary

This position is responsible for maximizing the overall Kia sales experience, resulting in high sales satisfaction (as measured by J.D. Power Sales Satisfaction Index or SSI), sales owner loyalty, and other metrics. The customer experience is the foundation of owner loyalty and retention. The Senior 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 ensure Region and Field teams are actively engaged and consulting its Dealers to elevate sales growth, the consumer perception of the Kia brand, to build lasting relationships, improve future vehicle purchase intent, as well as sales loyalty, service and parts purchase and retention, and strengthen KUS and Dealership profitability.

The position will manage the execution and accountability of the sales experience and actions by vendors,  the Regions, Field, and its Dealers in the execution of programs and new business initiatives. This role partners closely across all verticals of the organization, including but not limited to Sales Ops, Customer Satisfaction, Service & Aftersales, Product Planning, Product Quality, Customer Journey, Marketing, Customer Care, Legal, Finance, Connected Car, Kia University, and Audit, to operationalize the improvement and enhancement of all customer touchpoints.

This position will support the Director, Sales & Field Operations in driving results in three key areas: 1) Regional, Field, and Dealership processes, 2) the sales experience, and 3) owner loyalty and retention, resulting in improved sales and service business as well as the financial performance of both KUS and its Dealers. Success is measured through Sales customer surveys, Dealer incentive program engagement, and owner loyalty data and is the result of the execution and implementation of effective strategies, processes, tools, and motivational activities. 

This position supports and liaises on the development, launch, implementation, promotion, tracking, and sustainment, including but not limited to developing and presenting to Executive Leadership regularly to secure organizational buy-in and funding approval. The role will also be responsible for leading the development in necessary training and presentations.
 

Major Responsibilities

1st Priority - 30%

Evaluate and assess performance; monitor the execution of strategic initiatives and action plans to achieve national objectives for sales operations and sales experience, including but not limited to both internal and external measurements (SEI and JD Power SSI).  Monitor performance and activation of customer programs , including identification of training and development needs in collaboration with Customer Satisfaction, Kia University, and other Departments. Liaise on the development of reporting to ensure sustainment of Dealership actions and behaviors.

2nd Priority - 30%

Manage the successful launch, implementation, execution, and sustainment of all sales business development and sales satisfaction- related initiatives and achievement of department objectives. This includes implementing plans, programs, initiatives, tactics, and training. This includes monitoring region and field program metrics.  Examples include Sales Experience Incentives and Bonuses, KIA eDelivery, AI, KS2O and Digital Retailing, In-Store Dealer Digital Display and Kiosks, Survey Integrity, Business Technologies, consulting, and various other actions to support the growth of Dealer sales volume, throughput, and sales satisfaction. Work closely with teams across all Divisions of the organization that tie to customer and ownership experience.

3rd Priority - 25%

Manage strategies, initiatives, and tactics to improve Owner Loyalty and Sales Growth. Liaison for the Department in the development of approaches and initiatives to achieve sales satisfaction and sales growth, as well as owner loyalty. This includes but is not limited to overseeing the development of strategies, tactics, and budgets and codifying through EADs for formal approval.

4th Priority - 10%

Represent Sales Operations to other KUS Departments, Regions/Field, Dealers, KNA, and vendors to promote a customer-centric approach throughout the organization. Support and liaise on the development plans for North American benchmarking and monitor and adjust Field/Corporate objectives in accordance with industry changes and actualized performance.

5th Priority - 5%

Supervise and develop direct report. 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

• 10+ years’ experience in Automotive, Retail and/or Corporate, with Dealer contact experience preferred
• 5+ years’ experience in Field 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, technologies, and processes that lead to the growth of sales satisfaction and loyalty/retention, as well as the ability to recognize the importance of consistent and durable integration into normal Dealership operations and processes

Directly Related Experience

• 7+ years of successful Corporate operations management experience
• 5+ years of Regional/Field automotive experience is preferred
•  Management of Field activities
• Must understand retail operations, owner satisfaction, and key drivers of change
• Knowledge and understanding of both wholesale and retail automotive operations
• Consumer Affairs and/or Customer Experience Management preferred
• Experience in Retail Dealership operations is desirable

Skills

Competencies