National Manager, CRM & CX Data

Kia USA•Irvine, CA

41d

About The Position

The National Manager of CRM and CX Data will identify the latest trends both within and outside of the automotive industry to effectively meet customer expectations. This position will have high visibility and the opportunity to work across many business units representing the customer journey. Core responsibilities include but are not limited to developing a strategic view of the customer journey and identifying ways to enhance the experience a customer has with the Kia brand. The role would also include the management of a cross-functional team to enhance and integrate back-end systems pertaining to the customer database.

Requirements

6-8 years in marketing strategy, CRM, customer experience, CX data, project management and/or business operations in Automotive and similar industries
5-7 years leading cross-functional teams across multiple business units.
3-5 years managing direct reports.
3-5 years Salesforce platform experience in CRM design/execution leveraging CX data
Excellent knowledge of industry CRM, CX and CX data benchmarks
Ability to develop and implement departmental goals, objectives, metrics and procedures to achieve results.
Demonstrated success in a fast-paced environment.
Proactive and entrepreneurial leadership style
Proven experience in developing consensus with internal and external stakeholders with business acumen and effective communication.
Physical Requirements: frequent sitting, hearing, talking, and use of vision.
5-10% domestic and/or international travel.
Job demands may include reading documents, detailed work, confidentiality, problem solving, language, reasoning skills, oral communication, written communication, customer contact, ability to effectively present information in one-on-one and small group situations to customers, vendors, and other employees, multiple concurrent tasks, ability to work with frequent interruptions, etc.
Must be able to maintain focus and attention to detail in a fast-paced environment.
Ability to analyze information and make sound decisions under time constraints.
Problem-solving skills and the ability to work independently
Must be able to respond to challenges with poise and agility.
Ability to handle competing priorities effectively and with composure.
Demonstrated skills in collaboration, strategic thinking, and analytics,
Excellent written and verbal communication, interpersonal, and presentation skills.
Effective organizational skills including attention to detail, planning, and managing multiple priorities.
Strong strategic planning and leadership development skills
Strong agency/vendor management skills
Strong PC and Microsoft Office 365 skills
Strong skills and experience in Salesforce platform or comparable CRM platforms
Strong budget planning and management skills
Ability to work well under pressure
Ability to identify patterns and formulate solutions
Strong ability to influence people to accept new ideas
Strong analytical and negotiation skills
Strong managerial skills and ability to lead a team

Nice To Haves

Master's Degree preferred
Experience with comprehensive customer database platform oversight preferred.

Responsibilities

Create a CRM strategy on Kia's acquisition, engagement and retention strategies, leveraging an integrated CX database which includes web behavior, marketing, sales, service, call center and connected car data.
Supervise CRM operations and creation of an efficient and evolving customer lifecycle campaign program (online & offline) across prospecting, onboarding, retention and loyalty.
Develop an omni channel strategy across all the customer touch points to seamlessly connect CX channels over the entire CX journey.
Lead the strategic development of innovative programs and partnerships supporting product launch and sustainment, with a focus on expanding market reach, accelerating lead generation, and strengthening customer loyalty.
Oversee management of CRM leads to improve conversions to showroom visits and sales from handraisers, owners, former owners, and conquest customers.
Review monthly results and tailor strategy to improve performance.
Develop strategy for CX data utilization, leveraging the Customer Data Master (CDM) integrated database and Salesforce Customer Data Platform (CDP) to advance campaign personalization, predictive analytics, and targeted experiences that strengthen brand loyalty and conversion performance.
Work cross-functionally with several departments, vendor partners, and Kia HQ to drive execution of personalized CRM strategy.
Manage performance of vendor partners and influence/align internal stakeholders.
Develop channel strategy roadmap, annual business plan, investment/spend oversight, and ongoing executive reporting.
Collaborate with National Manager of Digital Customer Experience to ensure cohesive department efforts and effective resource management.
Lead team growth, development, and performance.

Benefits

Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and paid time off.
Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.

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