Assistant Manager, Retail Experience Process & Programs

WORK MODEL

WHAT YOU WILL DO

The Assistant Manager, Retail Experience Process & Programs, is responsible for supporting implementation, management, and communication of all elements/initiatives of sales/aftersales retail customer experience initiatives. This position plays a support-based role in improving customer experience/satisfaction, retention/loyalty, sales/aftersales performance, and dealership profitability. Through effective CX/RX programs and utilization of key data/metrics/tools, this position will aid the Retail Experience team in their efforts to assist the dealer network to achieve operational excellence and close the gaps in retail dealership processes.

HOW YOU WILL MAKE AN IMPACT

• Responsible for day-to-day support of sales/aftersales retail experience process & programs (e.g. Facility Quality Evaluations, Dealer Certification Programs, Delivery Experience, Sales to Service handoff, Best Practices, Mobile Service, Express Service, Pickup/Delivery, Off-Site Service, Roadside and Other Capacity Support programs, etc.)
• Aid in implementation of strategies / tactics to improve dealership sales/aftersales retail operations, loyalty, retention, profitability, dealership standards, best practices, service capacity, parts sales, and profitability ultimately impacting industry benchmark studies such as CSI, SSI, IQS, and NADA Dealer Workforce Study.
• Collaborate to refine Hyundai’s sales/aftersales retail standards, develop best practices, and support implementing tools to narrow the opportunity gaps in various processes to elevate customer experience and modernize retail experience for Hyundai’s dealer network
• Administer Performance Groups and implement best practices and analytic insights.
• Provide recommendations for CX/RX system and process improvements.
• Create department proposals and compile results for a broad range of audiences, including dealers, internal teams, HMA Field, and HQ executive management and stakeholders. 
• Responsible for tracking program budgets, including but not limited to tracking, variances, expenses, forecasting, monthly accrual submissions and ensuring compliance with Finance policy. Maintain and update monthly budget tracking spreadsheets, identify variances, and follow up with business owners to document the situation.
• Responsible for working with HMA Purchasing to complete all procurement-related processes and documents for successful program launch and management. (PRs/POs, RFP, Scope or Services, Contracts, etc.) Maintain supplier agreements, change orders, purchase requests, purchase orders, and invoices.
• Compile, update and distribute regular reports (daily, weekly, monthly) for HMA corporate and regional management.
• Report on program performance metrics to ensure success of the initiative and calibrate plans accordingly.
• Work closely with Training to ensure best practices and processes are implemented through appropriate modalities.
• Support decision making on departmental programs, budgets, and tasks with guidance from department management.
• Oversee performance of suppliers and purchase process, including review of and recommendations for supplier agreements, developing scopes, and monitoring quality to ensure delivery of goods/service level agreement.  
• Manage applicable program budgets and finance process, including invoice payments. 
• This role requires the performance of work directly related to management and/or general business operations.
• The exercise of discretion and independent judgment with respect to matters of significance is required.

WHAT YOU WILL BRING TO THE ROLE

• Must be High School graduate.
• Bachelor’s degree preferred.
• Five or more years of related experience preferably in automotive parts or service.
• Understanding of sales/aftersales dealership processes.
• Strong analytical skills.
• Excellent written and oral communication skills.
• Works well independently and in a group setting.
• Knowledge of computerized spreadsheet, e-mail and word processing programs. Is proficient in computer usage (Word, Excel, PowerPoint, Outlook, Teams, etc.).

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 offEmployer-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: $69,300.00 - $99,000.00 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

• Normal office duties.
• Occasional travel may be required (up to ~10%).