Senior Group Manager, Retail 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

Purpose

The Senior Group Manager, Retail Experience is responsible for development, implementation and communication of retail & customer experience initiatives.

This position plays a critical role in improving customer experience / satisfaction, owner retention / loyalty, retail sales, service capacity, and dealership profitability through effective and innovative CX / RX programs, designed to support operational excellence and close the gaps in retail dealership processes.

Major Responsibilities

• Working closely with Director, Customer Experience, develop, implement and manage all retail & customer experience initiatives intended to improve the retail dealership processes and operational excellence, customer satisfaction / owner loyalty, retail sales, service capacity, and profitability
• Lead & manage the Retail Experience team responsible for the day-to-day retail / customer experience programs / initiatives
• Identify and address RX / CX improvement opportunities and develop strategies / tactics to improve and elevate Hyundai’s customer experience standards and brand satisfaction.
• Oversee the development of tracking and measurement tools to gauge RX / CX process improvement and dealer / regional standing in comparison to Hyundai’s objectives.
• Oversee the departmental budget development and expense management including aligning with HMA Finance rules.
• Oversee management of vendor / supplier partners for related programs, including but not limited to, working with HMA Purchasing to manage all procurement related processes to ensure successful program launches and continuity.

Major Responsibilities (continued)

• Collaborate and communicate with other AS / CX departments / HQ / Region stakeholders to ensure maximum support in RX / CX initiatives.
• Work closely with the seven Regional Customer Experience SGMs to provide resources required to effectively execute CX / RX programs.
• Provide counsel to the regions and coordination of related activities.
• Responsible for employee development opportunities to direct reports, including training, coaching and direction to ensure team members are adequately fulfilling the needs of HMA.
• Effectively coach, counsel, and develop staff, using 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.

Authority

• Utilize the diverse talents of staff by efficiently managing staff’s time, materials and department budget while focusing on goals and vision of the company.
• Vendor Selection, contracting, PR and invoice approval in alignment with HMA policies.
• Hiring, management, and development of personnel within the group in alignment with HMA polices.
• Responsible for approval of staff expense reports, purchasing documents, budget and expense approvals associated with CX / RX programs.

Education

Must be a high school graduate

Bachelor’s degree preferred

Master’s degree a plus

Related Experience

• Ten or more years of automotive wholesale (OE) experience is required with at least four years in a supervisory capacity.
• Five or more years of regional / field-level experience calling on retail dealerships.
• Both sales and service experience preferred.
• Retail dealership experience a plus.

Skills / Knowledge

• Abiility to deliver complex projects on time and within budgetary guidelines.
• Exceptional written and oral communcation skills.
• Ability to demonstrate strong stretegic and critical thinking skills.
• Strong interpersonal and leadership skills.
• Ability to collarborate with people at all levels of the organization.
• Ability to develop & manage budgets and expenditures.
• High proficiency in PC skills, expertise in Microsoft programs.
• Must be analytical and accomplished in presenting to different levels / audiences.

Certification

N / A.

Physical Requirements

Normal office duties

Travel : 0% - 25%

Able to travel internationally

Able to travel domestically

Work Model

LI-Hybrid (80% Onsite / 20% Remote)

Affiliate

Hyundai

Compensation

$137,025.00 - $203,000.00 Annual

Benefits

• Monthly Hyundai / Genesis vehicle lease allowance (including insurance and maintenance)
• Holiday Pay - the company shuts down with pay between Christmas and New Years.
• Vacation and sick time off
• Healthcare insurance (medical, dental, and vision)
• 401(K) company match
• Additional 401(K) Employer Enhanced Contribution program eligible after 1 year of employment, in addition to the regular employer matching contribution
• Basic life insurance, short- and long-term disability
• Mental health, wellbeing, and employee assistance program
• Health advocate (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits)
30+ days ago