Zone Customer Experience Manager, Eastern Zone

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Date: Jan 22, 2025

Location: Brossard, QC, CA, J4Y 0E9

Company: Hyundai Motor Company

Hyundai Auto Canada Corp. is located in the heart of Markham, Ontario, and is a subsidiary of the esteemed Hyundai Motor Company of Korea. We are also a thriving hub of innovation, automotive excellence, and sheer driving passion. Our journey at Hyundai Canada takes us across the entire spectrum of automobiles, from subcompacts to luxurious premium sedans and the adventurous world of sport utility and crossovers. But we're about more than just cars. We're about crafting an exceptional experience that goes beyond the road.

 

Here at Hyundai Canada, we don't just hire team members; we embrace a team of individuals who are the driving force behind our growth and our unique culture. We're a dynamic, fast-paced environment where each day unfolds with fresh opportunities and exciting challenges. Our award-winning culture thrives on innovation, the exchange of new ideas, and a relentless pursuit of pushing boundaries.

WHAT YOU WILL DO

The overall purpose of this position is to ensure the attainment of our industry leading customer experience satisfaction goals at all customer touch points in our Sales and Service processes.

HOW WILL YOU MAKE AN IMPACT

  • Customer Experience Sales process
  • Customer Experience Service process
  • Manage Zone CX reports
  • Identify high opportunity dealers for CX improvements – schedule visits, monitoring, process improvements, action planning and coaching. Collaborate with District Sales Manager and District Manager, Aftersales as a subject-matter-expert to create dealership action plans for CX improvement
  • Lead Zone communications for Hyundai’s exclusive Signature Certification program deliverables
  • Monitor and make recommendations related to dealership coaching and mystery shops
  • Review Mystery Shopping results
  • Signature dealership reviews
  • Ensure follow-up on Customer Relations incidents / Dealer Case Management. Track Zone Code Reds to ensure timely resolution
  • Facilitate communication to Zone & dealers on all CX tactics and results
  • KEEP (dealership employee engagement survey) program communications and dealership follow-up

WHAT YOU WILL BRING TO THE ROLE

  • Completion of an undergraduate degree or an equivalent combination of experience and education
  • 5-7 year of relevant experience in the same or similar positions
  • Decision making and critical thinking
  • Excellent MS Office skills.
  • Excellent communication skills in both English and French (oral and written)
  • Action oriented
  • Excellent organization and negotiation skills
  • Technical automotive knowledge
  • Ability to manage diverse groups and deal with change
  • Ability to maintain a professional image to internal and external customers
  • Excellent organization and negotiation skills
  • Must maintain a valid driver’s license and an acceptable driver abstract

OTHER DETAILS

WHAT HYUNDAI CANADA CAN OFFER YOU
•    Award Winning Work Culture
•    Health Benefits Start Day One
•    Car Leasing Program
•    Flexible start times and Hybrid working environment
•    RRSP Matching
•    Maternity and Parental Leave Top-Up
•    Career Development and Mentoring Program
•    Tuition Reimbursement Support

WHAT HAPPENS NEXT
Candidates will be reviewed on or before January 31, 2025.  All applicants prior to the review date will receive a Plum Assessment to complete to help us learn more about what drives you!

STILL INTERESTED? WHY NOT APPLY?
If you are excited about this role, the automotive industry, or Hyundai Canada, why not apply? Even if you don’t meet every item listed above, or if you have never worked in automotive, we would love to hear from you. The secret to our recruitment success, real humans are reviewing resumes. There are no bots or algorithms in our process, so why not give it try and let us get to know you?

We are committed to providing employees with an experience that will help them grow and develop professionally.  Ideal candidates are self-starters, team players and thrive in a dynamic environment.  If you are looking to build your career with a growing organization where you can use your knowledge, skills and talents, consider joining our team.  

Hyundai Auto Canada Corp. is committed to being an equal opportunity employer.  We are also committed to meeting the needs of people with disabilities and their accessibility requirements.  If you require accommodation during the interview process, please let us know and we will take all reasonable steps required to meet your accessibility requirements. 

We thank all applicants for their interest; only candidates selected to proceed in the recruitment process will be contacted.