Senior Group Manager, CX Strategy & VOC

WORK MODEL

WHAT YOU WILL DO

The Senior Group Manager of Customer Experience (CX) Strategy and Voice of the Customer (VOC) is a highly strategic leadership role responsible for shaping and advancing the customer experience vision across the Hyundai and Genesis brands in North America. Serving as a key thought partner to the North America Chief Customer Officer, this role drives alignment with the parent company’s mission, vision, and the “Hyundai Way” to inspire, define, implement, measure and continuously improve enterprise-wide customer strategies.

HOW YOU WILL MAKE AN IMPACT

• Serve as the Customer Center of Excellence (COE) leader in alignment with parent company, Hyundai Motor Company (HMC) to lead coordination across regions, brands, and divisions for the customer experience and service strategies.
• Serves as the “Chief of Staff” for the Chief Customer Officer (CCO), providing thought leadership and coordination to inspire, define, implement, measure and improve the overall customer strategy across the North American strategic region.
• Lead the Customer Experience Strategy & VOC team to drive CX and Service strategies across the strategic region, evolve Connex platform for enhanced customer experience, and gather data-driven insights to positively impact quality & customer feedback.
• Lead the team responsible for collecting, reporting and identifying insights, trends and priorities for the “Voice of Customer (VOC)” feedback related to the Product Experience and Customer Care Experience.  Collaborate cross functionally to develop an aligned strategy for VOC feedback to maximize advocacy as measured by “Net Promoter (NPS)” methodology.
• Partner with data teams across companies identify opportunities across the customer journey to enhance quality, customer care experience, and service experience developing data-driven insights to strengthen the voice of the customer.
• Leverage sophisticated tools such as AI, Modeling and Business Intelligence tools to Identify key drivers of NPS that are priority to maintain or improve. In alignment with Global and local teams, develop, implement and utilize a VOC dashboard.
• Lead the coordination of strategies, best practices/standards and innovation projects for the Dealer Service Process across the NA region and in alignment with the HMC Global Service Division.
• Lead coordination of the NA CS/VOC governance process, maintaining and monitoring KPIs, preparing organizational governance presentations to report on progress and align to business plans and strategies.
• Direct the NA CS division’s annual budget planning in alignment with business plans. Produce monthly, quarterly, and ad hoc reports to monitor expenses and identify issues or opportunities. Liaise with Finance on division needs, priorities, and issues.
• Lead the vehicle launch readiness process for all new and major facelift models to ensure the CS division and cross functional partners are prepared for successful vehicle launch. Oversee schedules and launch gates, publish executive reports, and deliver presentations.
• Manage NA CS division strategic initiatives, leading organization-wide action plans and representing the division on enterprise task forces to identify issues, share best practices, participate in collaboration opportunities across product, dealer, and customer experiences.
• Accountable for strategic decision-making related to division priorities, plans, and performance indicators.
• Owns division-level financial oversight, including budget consolidation and supports region budget planning. Escalates issues with Finance, as needed.
• Holds people-management authority within assigned areas of responsibility, including hiring, performance management, development, and workforce planning.

WHAT YOU WILL BRING TO THE ROLE

• Bachelor’s degree preferred.
• Master’s degree a plus.
• At least ten years of experience in strategy and operations in roles that involve management of goals, budget, and projects; research and analysis; and executive presentation development.
• Automotive industry experience preferred.
• Automotive Dealer Service/After Sales experience preferred.
• Experience in data analytics and utilizing sophisticated data tools such as modeling, AI, and Business Intelligence Tools preferred.
• At least three years of experience with Salesforce or a similar CRM platform preferred
• At least five years of supervisory experience.
• At least five years of Supplier management experience.

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: $137,025.00 - $203,000.00 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.
• Estimated 20% travel domestically and/or internationally.