Senior Manager, Dealer Programs & Facilities

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Location

NHQ

Purpose

• The Dealer Program & Facility Sr. Manager is responsible for the strategy, development, and management of key dealer programs and performance to achieve top rank JDP CSI, Customer Retention, Dealer Profitability and Parts Sales.

Major Responsibilities

• Manage Hyundai Service Programs:
  • Manage existing Dealer Service Programs to improve dealer performance including physical dealer capacity, people capacity, and appointment capacity.
  • Develop and launch new Service Programs to support improved dealer performance.
  • Create database and tracking system to manage dealer capacity improvement plans to best support profitability & customer satisfaction for Hyundai Dealerships.
  • Identify process and technical integration opportunities with other service programs. Manage the technical development of programs and ensure proper integration and IT development between HMA and vendor entities.
• Define Dealership Service Process & Facility Standards:
  • Define and Document the Dealer Facility Standards for the service department, including ideal layouts, merchandising displays, and service tool storage.
  • Support the development and implementation of strategies and tactics to address IQS, CSI, VDS and Parts Sales within the After-Sales division.

Major Responsibilities (continued)

• Collaboration:
  • Lead cross-functional teams for successful program development and implementation and monitor program performance.
  • Work closely with all regions to create plans to resolve dealer capacity issues.
  • Participate in Regional meeting and visit Dealer regularly to receive feedback on programs and dealer performance.   Adjust and refine best practices base on such feedback.
  • Work closely with Service Training and Operational team to ensure best practices for programs are implemented through various in dealer consulting personnel and through Service-Learning Performance.
  • Work closely with Dealer Data Team to set and maintain standards based on industry benchmarking surveys.
  • Participate in industry events / forums and benchmark competitors to identify, select and incorporate innovative process and programs into the Hyundai standards.

• Reporting:
  • Coordinate, develop and design department presentations for broad range of audiences including HMA Executive Management, HMC Executive Management, Dealership and Region personnel.
  • Ensure proper tracking and program performance metrics/measurements are identified, implemented, and reported out on a regular and as needed basis.
  • Prepare proposals, planning and all supporting documents required for program procurements.
  • Prepare and manage program budgets and forecasts.  Monitor, track, and control budget spending.

Authority

• Manage vendor resources through direct authority or influence (define scope of work and ensure delivery of goods/services).
• Develop and manage program budgets.
• Decision making