Senior Manager, Genesis Customer Feedback

Hyundai Motor America-posted 10 months ago
$107,800 - $154,000/Yr
Full-time • Senior
Fountain Valley, CA
Merchant Wholesalers, Durable Goods
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The purpose of the Genesis Customer Feedback Senior Manager position is to create and implement Genesis Customer Feedback strategies and programs. This role includes management of all customer surveys, performance and reporting. This position is both strategic and operational in nature and will be expected to provide insights and recommendations to improve the survey experience and overall customer satisfaction, partner with internal departments and external suppliers to create and execute programs, maintain department budget/manage supplier billing and agreements, and support the Retail Process, Training and Regional teams when needed.

  • Create, implement, and monitor strategies for internal and external Customer Feedback that exemplify the Genesis brand experience.
  • Oversee the analysis and reporting of customer satisfaction surveys and metrics.
  • Develop strategies and policies to maximize the customer experience and retention.
  • Communicate action plans with stakeholders and management.
  • Oversee the development and publishing of program documentation (FAQs, Guidelines, Announcement Letters, etc.).
  • Manage weekly/monthly program performance reporting and analysis.
  • Partner with Training & Education department to develop retailer training materials as required.
  • Work with Retail Experience team to provide insight into the customer journey and satisfaction as required.
  • Bachelor's degree preferred.
  • Master's degree a plus.
  • Eight or more years of automotive OEM experience required.
  • Three or more years of supervisory experience is desired.
  • Project Management experience desirable.
  • Budget Management experience desirable.
  • Advanced Microsoft Office knowledge (Excel, Word, PowerPoint, Outlook).
  • Excellent interpersonal and communication (written and verbal) skills.
  • Excellent analytical, critical thinking and organizational skills.
  • Proven ability to work independently in the field while interdependent on headquarters' staff.
  • Must be capable of multi-tasking, setting priorities and scheduling work activities with minimal supervision.
  • Able to resolve problems, think analytically and critically, and communicate professionally in high pressure, time sensitive, customer environments.
  • Must be a self-starter, enthusiastic team player.
  • 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)
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