Director, Genesis CX & Training

WORK MODEL

WHAT YOU WILL DO

• Provide strategic vision and leadership for Genesis customer experience and training to advance brand objectives, elevate the luxury ownership experience, and improve retailer performance. This role leads the development and execution of innovative sales and service retail processes, customer feedback analytics, and capability-building programs that drive customer satisfaction, loyalty, retention, and retailer profitability. The position requires deep, hands-on automotive retail and field expertise to identify performance gaps and translate insights into measurable operational improvements. The role partners closely with senior leadership across GMA, HMA, HMC, GHQ, affiliate companies, and the Retail Advisory Board (RAB), and oversees the Genesis field engineering team.

HOW YOU WILL MAKE AN IMPACT

• Lead all Genesis Training in coordination with HMNA.
• Exceptional collaboration/influencing capability across GMA/HMA/Retailers.
• Lead the development and implementation of sales and after-sales retail processes that improve appointment availability, scheduling, service delivery, sales effectiveness, customer satisfaction, retention, loyalty, and retailer profitability. 
• Define, source, and manage vendors and programs to support customer experience business initiatives.
• Alignment with Regional General Managers monitoring CSI and SSI objectives and process implementation.
• Support high-priority Safety and Quality problem investigations and technical TFT dealer visits.
• Drive the HQ Customer Experience team to implement innovative retail process solutions to the Regions through Regional Customer Experience teams.
• Coordinate training and direction for AMMs (Aftersales Market Managers).
• Lead departments and teams responsible for establishing and operating an integrated “University” for Retail Process and Training: Genesis Sales/Service Retail Process & Training to define, train and improve retail shopping/sales processes; Genesis field rep certification and training including leading the annual field/training meeting.
• Build and maintain highly effective partnerships across departmental stakeholders including but not limited to National Sales, After-Sales, Training, Marketing, Quality Service Engineering and Dealer Network Development to ensure effective alignment on SSI, CSI, and other shared business objectives.
• Develop and execute long-term customer experience strategies that support Genesis brand growth and evolving luxury customer expectations.
• Effectively coach, counsel, and develop staff; efficiently manage staff’s time, materials and budget while focusing on the goals and vision of the company. 
• May also be asked to represent the company on a wide range of issues that include industry-related events, governmental regulatory and legislative initiatives, social and environmental questions and challenges, philanthropic responsibilities, and dealer and customer relations.
• Signature authority to approve accounting documents as per Company’s signature matrix.
• Signature authority on expense reports and time-off reports for direct reports.
• Expected to identify and solve issues related to GMNA and related divisions.
• Conduct hiring interviews, make hiring recommendations, and extend approved hiring offers.
• Provide direct recommendations to top leadership. 
• Address and counsel direct reports on performance issues and goals direction.

WHAT YOU WILL BRING TO THE ROLE

• Must be a high school graduate.
• Bachelor’s degree preferred.
• Master’s Degree a plus. 
• Fifteen or more years of work experience with at least five years of leadership experience at the senior level preferably in Aftersales, CX, and Training.
• Demonstrated, hands-on automotive retail expertise gained through dealership operations, automotive field roles, and/or direct retailer consulting; experience across both sales and service operations strongly preferred. 
• Automotive Field Experience and/or Automotive Consulting Experience required; luxury automotive experience preferred. 
• Demonstrated success leading teams through organizational change, increasing employee engagement, while building trust, accountability, and team performance.
• Excellent organizational skills.
• Ability to delegate and follow up.
• Functional knowledge of MS Word, Excel, and office e-mail systems.
• Ability to work with all levels of management internally and externally.
• Strategic thinking and forward-looking mindset, with the ability to define future-state customer experiences for new products, services, and ownership models. 
• Ability to express oneself clearly, concisely, effectively, and convincingly in writing and speaking.
• Ability to develop, execute and manage marketing strategies and tactics.
• Ability to supervise several employees and disciplines.
• Familiarity with basic budget and accounting functions. 

WHAT HYUNDAI CAN OFFER YOU

• Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance)
• Holiday Pay - the company shuts down with pay between Christmas and New Years. 
• Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts 
• 401(k) retirement plan with Employer Match 
• Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution 
• Vacation and sick time off 
• Employer-paid basic life and disability coverage, including Paid-Family Leave.
• Mental health, wellbeing, and employee assistance program 
• Health advocate (support) 
• Education Reimbursement program: Up to $5,250 per year for employees seeking higher education degrees.
• External Training and Development Programs 
• Compensation Range: $178,200.00 - $264,000.00 annual base salary

WHAT HAPPENS NEXT

Express your interest by submitting an application. Once your application is received, our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our hiring process please visit our How We Hire page.

OTHER DETAILS

• Physical requirements: Normal office duties. 
• Occasional domestic/international travel (5% - 10%).