Senior Associate, Retail Experience Support

At Hyundai, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.

It’s time you rethink what you expect from an employer.

At Hyundai, we understand you're not just building a career – you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.

 

Location

NHQ

Purpose

• Support programs from Retail Experience Dept (RX)., within the Customer Experience (CX) subdivision, designed to improve retailer performance and guest experience.
• Support RX/CX reporting needs using the data provided from Aftersales Technologies and internal systems to provide insights to improving customer experience.
• Partner with internal departments and external suppliers to support the RX/CX programs.

Major Responsibilities

Customer Feedback and Retail Technology Data Analysis:

• Analyze customer experience research data to identify trends, make data insights and provide recommendations for improvement to HMA’s retail customer experience.
• Maintain databases of customer experience data. Conduct queries, data analysis and forecasting by integrating other Hyundai databases.

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Retail Experience (RX) & Customer Experience (CX) Program Support:

• Align and work closely with Retail Experience team across various scopes of projects and assignments.
• Support the management of Hyundai Delivery Checklist (HDC) by creating a new matrix for each new Hyundai model-year, ensuring user acceptance testing (UAT) to validate accuracy of specifications, generating various reporting to track and increase usage, monitoring the HDC KPI on DPM and maintaining the QRG document and collaborating with Digital Business Planning team for updates/enhancement to improve HDC user experience.
• Document and maintain department procedures & policies for Retail Experience & Customer Feedback initiatives (e.g., dataflow to/from suppliers, report procedures, program approvals). Identify issues and improvement opportunities.

Major Responsibilities (continued)

• Support the maintenance of supplier agreements, change orders, purchase requests, purchase orders, and vendor invoices.
• Support program budget management, including annual development, monthly accruals, ongoing monitoring, and reconciliation.
• Assist with the creation, release, and payment of departmental invoices.
• Assist and facilitate user trainings and education guides to ensure that participants are familiar with the various RX/CX programs.

• Conduct data analytics and advanced data discovery analysis to integrate with RX/CX programs.
• Monitor program effectiveness, troubleshoot potential issues, and provide suggestions for improvement.
• Work with IT groups, assist in designing, documenting, launching, and enhancing Systems and Operational Interfaces related to RX/CX programs and websites.
• Perform other duties and assignments as determined by management.

Authority

• Problem investigation, identification and the development of practical solutions are expected in this position.
• Budget and vendor management, including accurate documentation of PR/PO, Invoice and accrual processes.
• This is a support position, focused on delivering day to day tasks