Manager, Genesis Retail Sales Experience

At Genesis, 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 Genesis, 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

• The purpose of the Genesis Sales Retail Experience Manager position is to create and implement retailer sales process and customer journey strategies and programs. This position will be the lead in developing and deploying Retail Sales programs and various process improvement initiatives.
• Provide insights and recommendations to improve customer satisfaction within the vehicle purchase experience.
• Partner with internal departments and external suppliers to create and execute above programs.
• Maintain department budget and manage supplier billings and agreements.
• Secondary area of responsibility includes interaction/support with service and regional sales teams. 

Major Responsibilities

Retail Sales Experience & Customer Journey:

•  Lead the creation and implementation of a world-class leading sales process and sales customer journey, from vehicle purchase to delivery and repurchase.
• Manage current programs/process such as Retailer Consulting, Retailer Evaluation, Mystery Shop, Sales Delivery Process, Connected Services and retail EV initiatives.
•  Support Marketing’s Digital Retail Solution and Genesis Concierge (Retailer Lead Delivery Program) to integrate into sales process.
• Provide data/program analysis on initiatives, including anything relating to the customer experience.
• Assist in competitive analysis and industry trends relating to improving the customer experience.
• Actively assist with system implementation, database management/maintenance and interaction with IT.

Major Responsibilities (continued)

Program / Process Management includes:

• Develop and publish program documentation (FAQs, Guidelines, Announcement Letters, etc.).
• Develop and publish weekly/monthly program performance reporting and analysis.
• Work with Training & Education Dept to develop retailer training materials as required.
• Work with Customer Feedback team to develop customer education materials as required.
• Manage business partners and serve as main point of contact, communicating and escalating to Sr. Group Manager, CX as required.
• Recommend and oversee changes/enhancements to all programs.
• Document and maintain department procedure & policy for above programs/processes.
• Address questions or inquiries about above programs/processes from National and Area staff, retailers, and guests.
• Develop business requirements, test scripts, and perform user acceptance testing as required.
• Maintain supplier agreements, change orders, purchase requests, purchase orders, and invoices. Facilitate processing and approvals with internal departments.
• Maintain budget, including annual development, monthly accruals, ongoing monitoring, and reconciliation. Includes overall department budget and individual budgets for above programs.
• Perform other duties and assignments as determined by management.

Authority

• Communicate and resolve issues to management and business partners.
• Make appropriate decisions in the absence of the Sr. Group Manager.
• Manage activities and performance of business partners and timelines.

Education

~ Must be a high school graduate~ Bachelor’s degree preferred~ Master’s degree a plus

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