Manager, Customer Experience & Loyalty

At Kia, we’re creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.

Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and paid time off. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.

Status

Exempt

Summary

This position is responsible for maximizing the overall Kia ownership experience in aftersales, resulting in a Tier 1 Customer Experience (CX) and increased service retention and brand loyalty. The Manager acts as a “Voice of the Customer” and consultant to the entire company (Corporate and Field). The ultimate purpose of this position is to elevate consumer perception of the Kia brand, to build lasting relationships, grow future service, parts, and vehicle purchases, and strengthen KUS and Dealership profitability. The position works closely with teams across the KUS and KNA organizations to enhance other customer touchpoints throughout the ownership cycle (e.g. the Sales to Service handoff, Kia Owner’s Portal, Kia Connect).

The position supports the Director, Service Operations, in driving results in three key areas: 1) dealership processes, 2) the customer experience, and 3) service retention and loyalty, resulting in improved fixed operations business and the finance performance of both Kia and Kia Dealers. Success is measured through Service customer surveys and service retention data and is the result of the development and implementation of effective strategies, processes, tools and motivational activities. Monitoring and consulting as programs and processes mature is required.

The role will oversee the implementation and execution of aftersales initiatives and programs such as Service Lane Technology, Express Service, Prepaid Maintenance, Dealership employee engagement and retention, and service capacity improvement. The position will work cross-functionally to identify other Dealer profitability opportunities as the marketplace evolves.

The position will be responsible for the oversight of vendors and Field and Dealer activities in the successful execution of programs and business initiatives. The role supports all aspects of aftersales program development, launch, implementation, promotion, tracking, and sustainment, including developing Executive Approval Decks (EADs) to secure organizational buy-in and funding approval. The role is responsible for leading the development of necessary department analysis, training, and presentations.

Major Responsibilities

1st Priority - 30%

Evaluate and assess performance; oversee the execution of strategic initiatives and action plans to achieve national objectives for customer satisfaction, and service operations. Provide framework and operationalize all aspects of the aftersales customer experience. Oversee the performance of field and corporate employees, including identification of training and development needs in collaboration with Kia University. Lead the development of reporting to ensure sustainment of dealership activities and compliance with Kia practices and behaviors.

2nd Priority - 30%

Responsible for operationalizing and managing the successful launch, implementation, execution and sustainment of aftersales business development initiatives, tools and processes to achieve department objectives. This includes the expansion of tactics, training and regional coordination to support the growth of Dealer service volume and throughput. Work closely with Parts & Service marketing team.

3rd Priority - 20%

Operationalize and manage strategies, initiatives, and tactics to improve Service Retention. Lead the department in the development of approaches and initiatives to achieve loyalty. This includes but is not limited to overseeing the development of strategies, tactics and Executive Approval Decks for formal approval.

4th Priority - 10%

Represent Service Operations to other KUS departments, Regions, Dealers, KHQ, KNA, and vendors to promote a customer-centric point of view throughout the organization. Develop plans for North American benchmarking and adjust field/corporate objectives in accordance with industry changes.

5th Priority - 10%

Supervise and develop staff. Maximize effectiveness of department resources to accomplish annual business plan within budget.

Education/Certification

• A Bachelor’s degree or equivalent experience and demonstrated skills required
• Master’s Degree a plus

Overall Experience

• 10+ years’ experience in the automotive industry, retail and/or corporate with dealer contact experience preferred
• 7+ years’ experience in field service management preferred
• Overall knowledge of manufacturer, field, and dealership operations
• Project Management experience in a wholesale automotive environment
• Strong understanding and experience with new and emerging products and processes that lead to the growth in service customer retention, and the ability to recognize the importance of consistent and durable integration into normal dealership operations processes.
  

Directly Related Experience

• 7+ years of successful corporate fixed operations management experience
• 7+ years of regional automotive field experience is preferred
• Direct management of field activities
• 5+ years’ experience in retail dealership service operations is desirable
• Consumer Affairs and/or Customer Experience Management preferred
• Must have deep understanding of retail aftersales operations, owner satisfaction, and key drivers of change
• Knowledge and understanding of both wholesale and retail automotive operations regarding all areas of Service & Parts Operations
  

Skills

Excellent oral presentation and written communication skills Strong project management and organizational skills High degree of customer experience focus and factors that impact retention Proficiency in Microsoft Office programs and data analysis Superior interpersonal and motivational skills Superior ability to persuade and lead by example Ability to lead design and implementation of successful training programs Excellent strategic and tactical planning ability Creative vision and analytical thinking

Competencies

Adapting to Change Care for People Communicating Effectively Chase Excellence, Every Day Delivering High Quality Work Entrepreneurial Thinking Dare to Push Boundaries Managing Resources Developing Talent Empower People to Act Driving Continuous Improvement Inspiring and Motivating Others Move Further, Together Managing Risk Setting a Strategic Vision

Pay Range

$130,919 - $188,879

Pay will be based on several variables that are unique to each candidate, including but not limited to, job-related skills, experience, relevant education or training, etc.

Equal Employment Opportunities

KUS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law. KUS complies with applicable law governing non-discrimination in employment in every location in which KUS has offices. The KUS EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.

Disclaimer: The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.