Manager, Customer Feedback & Analytics

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

GMA HQ

Purpose

~ Implement and manage Customer Experience programs that provide National, Area and Retailer management with analysis in order to improve the customer experience and retailer performance.

~ Conduct data analytics and advanced data discovery analysis to integrate with customer experience programs.

~ Provide insights and recommendations to improve customer satisfaction on 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.

~Support CX programs as required, including CX incentives.

Major Responsibilities

~ Align and collaborate with all Owner Experience colleagues across various scopes of projects and assignments.

~ Provide insight from data across various scopes of projects and assignments.

~ Implement and manage multiple customer satisfaction research tracking studies on Sales experiences with internal and external business partners.

~ Design research studies including questionnaires, sampling, control group testing, analyses, and reports.

~ Monitor program effectiveness, deliverable status, implementation schedules, ad hoc reports and analysis, etc.

~ Analyze and report research data, identify trends, data insights and recommendations.

~ Develop continuous improvement and value-added solutions for management presentations.

~ Maintain databases of research study data. Conduct queries, data analysis and forecasting by integrating other Genesis databases.

~ Assist National and Area staff to resolve program inquiries and maintain data quality/validity.

Major Responsibilities (continued)

~ Coordinate study subscriptions and budget with internal departments.

~ Oversee research suppliers in conducting research studies, including Request for Proposal (RFP) and Scope of Service development. Review and approve deliverables. Ensure Genesis needs and expectations are met.

~ Assist in the development and maintenance of customer experience data, SAS modeling and analytics.

~ Manage the development, deployment and reporting of customer satisfaction programs including, customer facing communications and owner education materials.  This includes identifying opportunities for brand building, operational efficiencies, program enhancements, and preparing/implementing recommendations as approved.

~ Working with IT groups, assist in designing, documenting, launching, and enhancing Systems and Operational Interfaces related to Customer Experience programs and websites.

~ Operate SAS predictive model algorithm and coordinate with cross-functional teams to enhance the customer action process development and deployment.

~ Document and maintain department procedure & policy for above programs (e.g., dataflow to/from suppliers, report procedures, program approvals). Identify issues and improvement opportunities.

~ Address questions or inquiries about above programs 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

~ Oversight of the Assistant Manager, Genesis Customer Feedback & Analytics

~ Use advanced knowledge to oversee performance of suppliers and internal support departments (e.g., HAEA, GCCC). Includes developing scope, monitoring quality, and ensuring delivery of goods and services.

~ Use judgement to review and approve deliverables from suppliers and internal support departments, including but not limited to analysis, reports, presentations, and field and retailer communications. Involve department manager,