Loyalty Program Manager

Hyundai Capital America•Irvine, CA

60d

About The Position

The Loyalty Program Manager is responsible for supporting the strategy, development, communication, execution, and reporting of key loyalty programs. Activities will include organizing conference calls, creating stakeholder presentations, regular reporting of program status, managing timelines and keeping collaborators accountable for deliverables. This position will be the main resource for field and dealer support on program questions, missing payments and customer eligibility. In addition, this role will oversee projects that will enhance operations or provide new avenues for customer insight. Activities will include working with other teams to create process flow maps, capture requirements, track key deadlines, status reporting, and user acceptance testing where needed.

Requirements

Minimum 5-7 years’ progressive experience in leading, driving and implementing initiatives in a corporate environment.
Experience in drag and drop reporting applications (ex. Tableau).
Bachelor’s degree in Marketing, Sales Management, Business or related field.
Proven experience in constructing presentations to communicate program performance, project proposals, and project status.
Strong written and verbal communication skills to develop dealer bulletins and field sales communication with ‘Call to Action’ messaging.
Poven ability to communicate complex terms and concepts to executive leadership both visually (PowerPoint) and verbally.
Basic knowledge of automotive industry and understanding of retail, lease, and captive financing.
Exceptional attention to detail and quality.
Must have the ability to challenge, when appropriate, existing practices.
Proven project management skills and ability to partner with others to ensure collaboration across departments, functions, and teams.
Proficient in Microsoft Office Suite, with advanced expertise in Excel (e.g., pivot tables, VLOOKUP, data analysis).

Nice To Haves

Automotive or financial services industries preferred.
MBA a plus.

Responsibilities

Support Sr. Manager in development of dealer programs by capturing program criteria and determining stakeholders.
Work with stakeholders across the organization, such as Sales, Marketing, Risk, Credit, Finance, IT and Legal to develop programs, products and enhancements to improve OEM and captive loyalty/retention.
Contribute new and develop ideas for the annual strategic planning process and the creation of a program and product pipeline.
Establish communication of program performance and highlight areas to focus engagement during program period to increase performance and keep teams accountable.
Document the annual dealer program and email campaign calendar to include OEM sales events and new model launches.
Develop working relationships with 3rd party vendors (data vendors, credit bureaus, CRM providers, etc.) to leverage services to drive innovative ways of increasing sales and loyalty.
Create launch plan, direct stakeholders and collaborators in project objectives.
Track key project milestones to ensure timely delivery of tasks by contributors.
Submit and build business cases for prioritizing IT service requests that are necessary for the automation and execution of all dealer programs.
Support and document user acceptance testing for program launches
Primary contact for Legal and Internal Audit to ensure compliance.
Meet with Field team to identify pain points and develop solutions to constantly improve dealer engagement.
Maintain the calendar of report frequency and audiences.
Distribute team/department reports on time and maintain a distribution list for each report.
Work with key partners and stakeholders to enhance reporting and/or capture feedback to create/enhance reporting.
Monitor industry trends and conduct periodic competitive benchmarking through internet searches of in-market programs.
Summarize market research findings for team and provide ideas on potential use cases at HCA.
Support identifying trends, gaps, and solutions in loyalty/retention and customer lifecycle management.