Director, Customer Experience
Fountain Valley, CA, US, 92708
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.
WORK MODEL
WHAT YOU WILL DO
The Director of Customer Experience will define and implement retail processes to accelerate HMA’s Sales and Service CX progression to become industry leaders. This position is designed to evolve Hyundai’s brand through elevating customer experience standards implementing innovative retail processes and achieving various HMA objectives including but not limited to sales and service satisfaction. The Director, Customer Experience will lead Operational Capacity initiatives to set and solidify the foundation needed for Aftersales and CX success. The Director will serve as the Subject Matter Expert for HMA regarding Customer Feedback analytics and Customer Experience Programs.
HOW YOU WILL MAKE AN IMPACT
- Execute the Operational Capacity initiative and drive engagement with the Regional Customer Experience Senior Group Managers and Regional Teams.
- Clearly articulate and communicate to stakeholders including Dealers, Dealer Groups, Regions and HMA team members including Senior Leadership the mission critical nature and benefits of Operational Capacity including the positive results tied to the improvements.
- Define and set the standard for Hyundai’s customer experience implementing best practices by facilitating collaboration across internal and external stakeholders to evolve Hyundai’s customer experience.
- Directly responsible for Regional Customer Experience Senior Group Managers to execute customer experience initiatives across NHQ, regional teams and dealerships to increase regional SSI and CSI performance.
- Lead the Customer Feedback, analytics, and Customer Experience teams.
- Drive the HQ Customer Experience team to implement innovative retail process solutions to the Regions through Regional Customer Experience teams.
- Lead retail program and activities for both sales and service towards Customer Experience acceleration.
- Alignment with Regional General Managers monitoring CSI and SSI objectives and process implementation.
- Partner with cross departmental stakeholders including but not limited to National Sales, AfterSales, Training, Marketing, Quality Service Engineering and Dealer Network Development to ensure effective alignment on SSI, CSI and other shared business objectives.
- Define, source, and manage vendors and programs to support customer experience.
- Effectively coach, counsel and develop staff. Utilize 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.
- Participate in appropriate industry forums to bring best practices and process innovation for effective and impactful improvements.
- Collaboration with Genesis Motor North America stakeholders to ensure Customer Experience alignment between Hyundai and Genesis brands.
With oversight/contract authority of the head of AfterSales & Customer Experience.
- Development, acquisition, and execution of annual subdivision budget.
- Hiring, management, and development of personnel within the group in alignment with HMA polices.
- Expense report and timecard approval.
- Vendor Selection, contracting, PR and invoice approval in alignment with HMA policies.
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 experience of which at least eight years of directly related experience in automotive sales and / or service.
- Both Sales and Service experience preferred.
- Regional, Fieldand National HQ experience preferred.
- Direct Retail experience a plus.
- At least ten years of supervisory experience desired.
- In-Depth knowledge of Operational capacity and Automotive Service Shop Operations.
- SME in the areas of automotive Retail ,Aftersales Process and Customer Experience
- Strategy / Policy creation
- Ability to lead, train, motivate, and manage multi-skilled personnel
- Process Management and Consulting Skills
- Excellent oral and written communication skills.
- Excellent business analytical skills.
- Project tracking and management skills.
- High proficiency in PC skills, expertise in Microsoft programs.
- Must be analytical and accomplished in presenting to different levels/audiences.
- Recognized success in development of innovative plans & strategies.
WHAT HYUNDAI CAN OFFER YOU
- Compensation Range: $215,000 - $265,000 annual base salary
- 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)
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.
- Up to 50% travel to regions/dealers. Estimated annual visit to HMC/Korea.
Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.
Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles
