Director, Customer Experience

At Hyundai, 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 Hyundai, 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 Director of Customer Experience will define and implement retail processes to accelerate HMA’s Sales and Service CX progression to become industry leaders. This position is designed to evolve Hyundai’s brand through elevating customer experience standards implementing innovative retail processes and achieving various HMA objectives including but not limited to sales and service satisfaction. The Director, Customer Experience will serve as the Subject Matter Expert for HMA regarding Customer Feedback analytics and Customer Experience Programs.

Major Responsibilities

• Define and set the standard for Hyundai’s customer experience implementing best practices by facilitating collaboration across internal and external stakeholders to evolve Hyundai’s customer experience.
• Directly responsible for Regional Customer Experience Senior Group Managers to execute customer experience initiatives across NHQ, regional teams and dealerships to increase regional SSI and CSI performance.
• Lead the Customer Feedback, analytics, and Customer Experience teams.
• Drive the HQ Customer Experience team to implement innovative retail process solutions to the Regions through Regional Customer Experience teams.

Major Responsibilities (continued)

• Lead retail program and activities for both sales and service towards Customer Experience acceleration.
• Alignment with Regional General Managers monitoring CSI and SSI objectives and process implementation.
• Partner with cross departmental stakeholders including but not limited to National Sales, AfterSales, Training, Marketing, Quality Service Engineering and Dealer Network Development to ensure effective alignment on SSI, CSI and other shared business objectives.
• Define, source, and manage vendors and programs to support customer experience.
• Effectively coach, counsel and develop staff. Utilize the diverse talents of the staff by efficiently managing staff’s time, materials and budget while focusing on the goals and vision of the company.
  Participate in appropriate industry forums to bring best practices and process innovation for effective and impactful improvements.
• Collaboration with Genesis Motor North America stakeholders to ensure Customer Experience alignment between Hyundai and Genesis brands.

Authority

• With oversight/contract authority of the head of AfterSales & Customer Experience.
• Development, acquisition, and execution of annual subdivision budget.
• Hiring, management, and development of personnel within the group in alignment with HMA polices.
• Expense report and timecard approval.
• Vendor Selection, contracting, PR and invoice approval in alignment with HMA policies.

Education

~ Bachelor’s degree preferred~ Master’s degree a plus

Related Experience

• Fifteen or more years of experience of which at least eight years of directly related experience in automotive sales and/or service operations and at least five years leading/delivering retail training.
• Both Sales and Service experience are preferred.
• Regional and National HQ experience preferred.
• Direct Retail experience is a plus.

At least ten years of supervisory experience is desired.

Skills/Knowledge

• SME in the areas of automotive Retail and Aftersales Process and Customer Experience
• Strategy / Policy creation
• Ability to lead, train, motivate, and manage multi-skilled personnel.
• Process Management and Consulting Skills
• Excellent oral and written communication skills.
• Excellent business analytical skills.
• Project tracking and management skills.
• High proficiency in PC skills, expertise in Microsoft programs.
• Must be analytical and accomplished in presenting to different levels/audiences.
• Recognized success in development of innovative plans & strategies.

Certification

• N/A.

Physical Requirements

Normal office dutiesTravel: 25% - 50%

Work Model

#LI-Hybri