Manager, Genesis Retail Sales Experience

Hyundai Motor Company•Fountain Valley, CA

1d•$91,000 - $130,000•Onsite

About The Position

The Manager, Genesis Retail Sales Experience creates and implements retailer sales processes, customer journey strategies, and programs. The role leads the development and deployment of retail sales programs and process-improvement initiatives, provides insights and recommendations to improve customer satisfaction during the vehicle purchase experience, and partners with internal departments and external suppliers to create and execute programs. The position also maintains department budgets and manages supplier billings and agreements, with secondary support for service and regional sales teams. The manager leads the sales process and customer journey from vehicle purchase through delivery and repurchase. The role manages programs including Retailer Consulting, Retailer Evaluation, Mystery Shop, Sales Delivery Process, Connected Services, and retail EV initiatives, and supports integration of Marketing’s Digital Retail Solution and Genesis Concierge into the sales process. It analyzes program data and customer-experience initiatives, monitors competitive and industry trends, and assists with system implementation and database management in coordination with IT. Program and process responsibilities include developing program materials and performance reporting; collaborating with training and customer feedback teams on retailer training and customer education; managing business partners and program changes; maintaining procedures and policies; responding to inquiries; developing business requirements and test scripts and conducting user acceptance testing; and managing supplier agreements, purchasing, invoices, budgets, accruals, and reconciliation. The manager communicates and resolves issues with management and business partners, makes appropriate decisions when the Senior Group Manager is absent, and manages partner activities, performance, and timelines.

Requirements

High school graduation is required.
Six or more years of automotive OEM experience, including Retail Sales experience.
Advanced knowledge of Microsoft Office, including Excel, Word, PowerPoint, and Outlook.
Excellent written and verbal interpersonal and communication skills.
Excellent analytical, critical-thinking, and organizational skills.
Ability to work independently in the field while collaborating with headquarters staff.
Ability to multitask, set priorities, and schedule work activities with minimal supervision.
Ability to resolve problems, think analytically and critically, and communicate professionally in high-pressure, time-sensitive customer environments.
Self-starter and enthusiastic team player.

Nice To Haves

Bachelor’s degree preferred; a master’s degree is a plus.
Three or more years of dealer contact experience preferred.
Regional background and assignments preferred.
One to three years of supervisory experience desired.
Project management experience desirable.
Budget management experience desirable.

Responsibilities

Create and implement retailer sales processes, customer journey strategies, and programs.
Lead development and deployment of retail sales programs and process-improvement initiatives.
Provide insights and recommendations to improve customer satisfaction throughout the vehicle purchase experience.
Partner with internal departments and external suppliers to create and execute programs.
Maintain department budgets and manage supplier billings and agreements.
Support service and regional sales teams as a secondary area of responsibility.
Lead the sales process and customer journey from vehicle purchase through delivery and repurchase.
Manage Retailer Consulting, Retailer Evaluation, Mystery Shop, Sales Delivery Process, Connected Services, and retail EV initiatives.
Support integration of Marketing’s Digital Retail Solution and Genesis Concierge into the sales process.
Analyze program and customer-experience data and assist with competitive analysis and industry trend assessment.
Assist with system implementation, database management and maintenance, and coordination with IT.
Develop and publish program documentation, including FAQs, guidelines, and announcement letters.
Develop and publish weekly and monthly program performance reports and analysis.
Work with Training & Education to develop retailer training materials and with the Customer Feedback team to develop customer education materials.
Manage business partners as the main point of contact, escalating matters to the Senior Group Manager, CX as needed.
Recommend and oversee program changes and enhancements; document and maintain procedures and policies.
Respond to questions about programs and processes from National and Area staff, retailers, and guests.
Develop business requirements and test scripts, and perform user acceptance testing as required.
Maintain supplier agreements, change orders, purchase requests, purchase orders, and invoices; facilitate internal processing and approvals.
Manage the overall department budget and individual program budgets, including annual development, monthly accruals, monitoring, and reconciliation.
Communicate and resolve issues with management and business partners.
Make appropriate decisions in the absence of the Senior Group Manager.
Manage business partner activities, performance, and timelines.
Perform other duties and assignments as determined by management.

Benefits

Monthly vehicle lease allowance, including insurance and maintenance, for eligible employees.
Paid holiday shutdown between Christmas and New Year’s.
Vacation and sick time off.
Medical, dental, and vision insurance.
401(k) company match.
Additional employer-enhanced 401(k) contribution after one year of employment, in addition to regular employer matching.
Basic life insurance.
Short- and long-term disability coverage.
Mental health, wellbeing, and employee assistance program.
Health advocate services for care coordination, claim and billing assistance, and help understanding benefits.