Manager, Retail Experience Program Management & Analytics
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
- Own and advance Hyundai’s end-to-end retail Customer Experience (CX) measurement strategy across sales, HCUV, digital, retail service, and mobile service touchpoints. This role translates customer feedback, operational data, and dealer performance signals into timely, accurate, and actionable insights that improve customer outcomes, strengthen dealer execution, and support measurable business performance improvements.
- Lead front-end enterprise program management for the omnichannel CX platform, serving as the primary connection between platform capabilities and national, region, field, dealer, and supplier stakeholders. The role identifies gaps and opportunities, determines root causes, prioritizes actions, drives adoption of insights and tools, and supports change execution across the retail network.
- Key scope includes CX platform product execution and supplier management; insights enablement through dashboards, analytics, governance, and field engagement; customer-centric recognition program administration; and integrity-related dealer communications requiring cross-functional coordination, leadership review, and legal alignment.
HOW YOU WILL MAKE AN IMPACT
- Serve as primary business owner for the omnichannel CX platform, supplier relationships, and CX strategy execution.
- Lead end-to-end CX program management, including governance, requirements, prioritization, implementation, renewals, issue resolution, and vendor oversight.
- Evaluate and improve customer experience measurement, survey processes, data quality, platform functionality, and operational performance.
- Deliver actionable insights through dashboards, reporting, analytics, stakeholder engagement, and field support materials.
- Recommend policies, standards, and process improvements to enhance data integrity, adoption, and performance outcomes.
- Monitor survey integrity, investigate concerns, and support appropriate follow-up actions.
- Develop playbooks, standards, and remediation plans to improve dealer sales and service performance.
- Manage program documentation, communications, operating procedures, and stakeholder alignment.
- Develop and maintain KPI tracking, dashboards, reporting tools, and program performance metrics.
- Lead dealer recognition programs, including supplier coordination, fulfillment, communications, and administration.
- Manage integrity letter development, review, approval, and distribution processes.
- Oversee program budgets, vendor spend, accruals, payments, and scope-to-spend alignment.
- Collaborate with Purchasing, Finance, Legal, IT, suppliers, and business stakeholders to support CX initiatives.
- Support PR/PO processing, contracts, statements of work, renewals, and related documentation.
- Coach and develop direct reports, conduct hiring activities, performance reviews, and employee development planning.
- Work independently to manage multiple priorities, risks, deadlines, and program deliverables.
- Serve as backup support for the Customer Feedback & Analytics group when needed.
WHAT YOU WILL BRING TO THE ROLE
- High school diploma required.
- Bachelor’s degree in business, marketing, analytics, customer experience, communications, or a related field preferred.
- Master’s degree a plus.
- Eight or more years of related experience, including at least two years in a supervisory or people leadership capacity.
- Experience leading customer experience, voice-of-customer, analytics, survey, retail operations, or enterprise platform programs preferred.
- Automotive, dealer operations, field operations, or retail service experience a plus but not a requirement.
- Three or more years of business administration, program management, project management, vendor management, or cross-functional initiative leadership preferred.
- Ability to lead complex, cross-functional programs from strategy through execution, with accountability for scope, timing, quality, budget, and stakeholder adoption.
- Strong analytical capability and ability to interpret CX, survey, operational, and performance data into actionable recommendations.
- Excellent written, verbal, and executive communication skills.
- Strong interpersonal, leadership, coaching, and stakeholder management skills.
- Ability to influence without direct authority and build alignment across internal teams, regions, field personnel, dealers, suppliers, and business partners.
- Project management, customer experience, analytics, or related certification a plus.
- Ability to manage budgets, vendor deliverables, payments, schedules, risks, and competing priorities.
- Ability to identify and quantify business opportunities related to process improvement, retail operations, dealer performance, customer experience, and platform adoption.
- Proficiency with reporting, dashboard, presentation, and business productivity tools; ability to learn and apply CX platform functionality.
- Ability and willingness to travel periodically.
WHAT HYUNDAI CAN OFFER YOU
- Compensation Range: $91,000 - $130,000
- 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
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
