Senior Manager, Retail Sales Process & Experience

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Location

Purpose

• The Senior Manager, Retail Process & Experience is responsible for development, implementation, management, and communication of all elements/initiatives of dealership retail sales experience. This position plays a critical role in improving customer experience/satisfaction, owner retention/loyalty, retail sales, and dealership profitability. Through effective CX/RX programs and utilization of key data/metrics/tools, this position will achieve operational excellence and close the gaps in retail dealership processes.

Major Responsibilities

• Responsible for day-to-day management of Retail/Customer Experience programs. (e.g., Dealership Evaluation, Mystery Shop, Consulting, Sales Retention (Rejecter), DRS, Delivery Checklist, etc.)
• Develop strategies and tactics to improve dealership retail operations, operational excellency to increase sales capacity, customer experience, customer retention and profitability.
• Develop strategies and tactics to improve industry benchmark studies such as JDP SSI, CSI, IQS, and NADA Dealer Workforce Study.
• Refine Hyundai’s retail sales standards, develop retail sales best practices, and implement tools to narrow the opportunity gaps in various retail processes to elevate the customer experience (prospecting, lead management, price negotiation, F&I, pre-/delivery, follow-up, reputation/relationship management, etc.)
• Lead and support various RX/CX initiatives and ideations to move Hyundai’s retail dealer network towards providing “modern retail” experiences (e.g., new retail initiatives, adapting innovative retailing tools to promote seamless/frictionless purchases & delivery experience, etc.) 

Major Responsibilities (continued)

• Participate in industry events / forums and benchmark competitors to identify, select and incorporate innovative process and programs into the Hyundai best practice process.
• Collaborate closely with the Customer Feedback & Regional CX teams, using insights and trends from SSI, RX surveys, other relevant internal data, to customize region and dealer action plans for improvement.
• Collaborate with other HQ and regional key stakeholders of CX/RX to align, gain support, communicate, execute key initiatives, strategies, and programs.
• Provide quantitative analysis to measure CX / RX on an ad-hoc basis.
• Provide recommendations for CX / RX system and process improvements.
• Provide reporting and analysis for related programs regularly and as-needed basis to dealers, internal AS/CX teams, HMA Field, and HQ executive management and stakeholders 
• Coordinate, develop and present department proposals and results for a broad range of audiences, including dealers, internal AS/CX teams, HMA Field, and HQ executive management and stakeholders. 
• Define, implement and report on program performance metrics to ensure success of the initiatives and calibrate plans accordingly.
• Responsible for developing and managing the budget for related programs, including but not limited to, tracking budget/variances/expenses, forecasting, monthly accrual submissions to Finance.
• Responsible for managing vendors and supplier partners for related programs, including but not limited to, working with HMA Purchasing to complete all procurement related processes and documents for successful program launch and management. (PRs/POs, RFP, Scope or Services, Contracts, etc.).

Authority