Senior Manager, Genesis Customer Experience (Southern)
About The Position
The Senior Manager, Genesis Customer Experience oversees and manages regional customer experience activities within a designated Genesis Region. This includes monitoring Genesis Service Experience (GSX) and Genesis Buyers Experience (GBX) performance; regional customer experience reporting, analysis, and strategy; execution of the JD Power field consulting program; and development of retailer sales and service process training. The role works with regional and national partners to develop and implement customer experience improvement strategies and programs, support governance processes, and improve the overall customer experience. The position may also have team development and budget management responsibilities.
Requirements
- Eight or more years of wholesale-related automotive experience is desired, with demonstrated abilities in direct dealer contacts.
- Excellent analytical skills.
- Excellent communication skills.
- Excellent organizational skills.
- Excellent time management skills.
- Strong computer skills, including Microsoft Office, Word, Excel, PowerPoint, Access, and Outlook.
- Budget management oversight.
Nice To Haves
- Bachelor’s degree preferred.
- Master’s degree is a plus.
- Supervisory experience desired.
Responsibilities
- Analyze regional GBX and GSX scores and exercise independent judgment in daily reviews.
- Partner with the Regional Dealer Performance Manager to develop regional customer experience improvement strategies, processes, and programs.
- Work with the national customer experience team to implement national programs at the regional level.
- Create tactical customer experience-based reward and recognition programs for retailers.
- Partner with the National Office to develop and implement pilot programs as needed to improve the overall customer experience.
- Support the Regional General Manager with the Governance process (OCM/PRM).
- Serve as the subject matter expert for the Genesis CX website and dashboard.
- Perform other assigned duties that are ancillary to or complement the essential duties.
- Partner with the Regional Marketing Manager to develop regional Market Support Programs (MSP) to drive regional customer experience performance.
- Provide managerial and development support for team members as needed.
- Manage budgets as needed.
Benefits
- Company-provided vehicle, including insurance and maintenance for eligible employees.
- Paid holiday shutdown between Christmas and New Year’s.
- Medical, dental, and vision insurance for employees and their families, with employer contributions to Health Savings Accounts.
- 401(k) retirement plan with employer match.
- Additional 401(k) employer enhanced contribution program, eligible after one year of employment.
- 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 of up to $5,250 per year for employees seeking higher education degrees.
- External training and development programs.
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
Senior
