Sr. Manager/Director of Customer Sales & Engagement

About the Job 

Sony Honda Mobility of America Inc, based in Culver City, CA, is a subsidiary of Sony Honda Mobility Inc headquartered in Tokyo, Japan. As a 50/50 joint venture between Sony and Honda, SHM was established in Japan on September 28th, 2022, with over 200 employees in Tokyo. Sony Honda Mobility of America, situated in Culver City, California, was established in March 2023, where our dedicated team is working on introducing the electric vehicle, AFEELA, to the market. AFEELA embodies the essence of "FEEL," central to the mobility experience, fostering an interactive relationship where people "FEEL" mobility as an intelligent entity, and mobility reciprocates by "FEELing" people and society through sensing and network IT technologies. Our mission is to move people through innovative solutions inspired by diversity.

Position Summary

We are seeking a dynamic and experienced Sr. Manager/Director of Customer Sales & Engagement who will be responsible for shaping and driving customer engagement strategies across the entire customer lifecycle—from initial interest through post-purchase interactions. This leader will develop and oversee the implementation of programs that maximize customer satisfaction, drive brand loyalty, and enhance the overall experience of owning an AFEELA vehicle. The ideal candidate will have a deep understanding of electric vehicles, a proven track record in sales and client relations, and a passion for ensuring an unparalleled customer journey. 

Job Responsibilities

• Customer Lifecycle Management: Develop and execute client engagement strategies that cover the entire lifecycle of the customer—from initial inquiry to post-purchase services including vehicle trade ins, software updates, maintenance, and retention programs. 

• Sales Leadership: Drive EV sales by collaborating with cross-functional teams to align sales initiatives with client engagement strategies. Oversee customer-facing initiatives that improve the EV buying process and increase conversion rates. 

• Post-Sales Experience: Design and manage post-purchase customer experiences that include vehicle delivery, onboarding, digital engagement (software updates, app integration), and customer service initiatives. 

• Customer Feedback Integration: Lead programs to gather and analyze customer feedback at every touchpoint. Use insights to drive continuous improvements in the customer experience. 

• Cross-functional Collaboration: Work closely with product development, marketing, sales, and service teams to ensure the customer’s needs and feedback are incorporated into every stage of the EV development and lifecycle. 

• Customer Success Programs: Implement strategies that focus on long-term customer success, including customer education, loyalty programs, and continuous engagement efforts to enhance brand loyalty. 

• Technology Integration: Lead efforts to integrate the latest IT and sensing technologies in customer engagement strategies, ensuring a seamless and interactive experience for EV owners. 

• Data-Driven Decision Making: Leverage data analytics and CRM tools to track customer interactions, sales funnels, and post-sale experiences to optimize client engagement strategies. 

 

Qualifications for Position

• Bachelor’s degree in Business, Marketing, or a related field (MBA preferred). 

• 8+ years of experience in customer engagement, client services, or sales roles within the electric vehicle, automotive, or technology sectors. 

• Proven leadership experience in managing customer lifecycles, with a focus on post-sales service and customer retention. 

• In-depth understanding of electric vehicle technology, software, and mobility solutions. 

• Strong analytical and problem-solving skills with experience leveraging CRM tools and data to drive customer-focused decisions. 

• Excell