Customer Communication Integration & Governance

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Location

NHQ

Purpose

• Support the execution and management of comprehensive corporate strategy at the Hyundai brand level for all communications with Hyundai’s customers to maximize customer acquisition, retention, and profitability. This position will be the voice of the customer and an advocate of their needs. Responsible for supporting the development of the customer strategy by focusing on Customer Data, Customer Value and Insight and the optimum Customer Experience.
• Provide strategic support in Data and Customer Communication Governance to ensure compliance with any legislations involving personal information.

Major Responsibilities

Customer Data / Insight:

• Maintain deep knowledge on the Company’s Customer Master Data Quality Solution (CMDQS) and Customer VIN Analytics database.
• Improve customer data quality and integrity including the support of data or business rules troubleshooting.
• Actively contribute to the development of business rules for customer data flow and prioritization including customer data capture, customer master file management, and customer data usage.
• Maintain deep knowledge on the available customer data in the Company’s ecosystem and use it to promote broader and deeper business use.
• Develop good understanding of customer behavior through customer data insight.  Proactively engage business units with this understanding to help them elevate customer communication effectiveness.
• Compile business units’ data needs, prioritize it and develop/execute a feasible action plan to fulfill it.

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Customer Communication:

• Maintain and promote the robust use of:Enterprise-wide Customer Communication Journey Maps for each brand.
• Enterprise-wide Customer Touchpoint Management Guide for each brand.
• Monitor the customer one-stop preference center and implement improvement actions.
• Infuse new ideas, trends and solutions from vendors and publications to enhance customer communication.
• Maintain working knowledge of key customer communication programs and processes e.g. lead nurturing, conquest marketing, owner marketing, customer relationship marketing.
• Help coordinate, align, and enhance enterprise communications and touchpoints.
• Provide the teams that define and document the operational customer journeys with enterprise-wide maps and customer data business rules to enable the business units to optimize customer engagement and ensure compliance with customer data privacy and other related regulations, standards, and best practices.
• Contribute to the Department of Customer Management’s Biweekly Enterprise Workshops.
• Support the business units in the design/redesign of their customer communication touchpoints.

Major Responsibilities (continued)

Governance:

• Oversee the Department of Customer Management’s PriSMA administration process.
• Support Privacy Office to implement regulatory compliance on customer data and communications.
• Support the development and deployment of customer privacy strategies.
• Support the Company’s Consumer Privacy Request Management program.
• Champion data protection, compliance, and Privacy Office initiatives as applicable to Hyundai business processes and systems.
• Maintain deep knowledge on State privacy laws (e.g. CPRA), Telephone Consumer Protection Act, Do Not Call, CAN-SPAM and other similar statutes from the business perspective and ensure technology partners implement and comply to the required law and guidelines.
• Partner with Privacy on any consumer privacy and security issues.

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Leade