Manager, Retail Experience Program Management & Analytics
About The Position
This role owns and advances Hyundai’s end-to-end retail Customer Experience (CX) measurement strategy across sales, HCUV, digital, retail service, and mobile service touchpoints. The position 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. The role also leads 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. This includes identifying gaps and opportunities, determining root causes, prioritizing actions, driving adoption of insights and tools, and supporting 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.
Requirements
- High school diploma required.
- Eight or more years of related experience, including at least two years in a supervisory or people leadership capacity.
- 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.
- 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.
Nice To Haves
- Bachelor’s degree in business, marketing, analytics, customer experience, communications, or a related field preferred.
- Master’s degree a plus.
- 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.
- Project management, customer experience, analytics, or related certification a plus.
- Ability and willingness to travel periodically.
Responsibilities
- 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.
Benefits
- 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)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
