4 days old

Assistant Manager, Customer Feedback

Hyundai Motor America
Fountain Valley, CA 92708
  • Job Code
    11500

At Hyundai, weve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.

Its time you rethink what you expect from an employer.

At Hyundai, we understand you're not just building a career you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.




Purpose:



~ Comprehensively represent the Voice of the Customer end-to-end (sale, service, touchpoints, quality, warranty, roadside, end of life) by monitoring and measuring the customer experience to identify trends, connections, gaps, issues, and opportunities.



~ Improve the customer experience by helping to provide easily digestible and meaningful insights to support and partner with all areas of Hyundai to make meaningful changes improving the Customer Experience, including partnering with HCA.



~ Help to manage the administration of customer satisfaction survey programs (sales, service, product) and survey business partner relationships ensuring timely, accurate and actionable feedback, RFP creation, vendor identification, contracting, and program execution through all channels.



~ Collaborate with partnering teams to support Hyundai owner satisfaction programs and Earnback program with the intention of raising the bar for the Customer Experience.





Major Responsibilities:



~ Develop and implement standards and procedures to enhance overall dealer sales operations processes to improve dealership performance and raise dealers who are performing at sub-standard levels through process and product initiatives. Develop tracking tools to gauge process improvement and internal department/division and dealer/regional standing versus objective.



~ Act as Point of Contact for all survey and Earnback program exceptions from regions and field employees, documenting them, researching, and presenting a recommendation and following up on final decisions. Ensures alignment and calibration with vendors on appeal and mulligan processes. Act as clearinghouse for dealer-paid consultant process, region lists, and signed forms.



~ Manage Hyundai CX Earnback program partnering with related groups to ensure the program is aligned with strategy. Responsible for tracking, analyzing and reporting of weekly and monthly results to regions and HMA executive management. Responsible for the governance of the program including questions from regions/field, entries into SAP for monthly wholesale payouts, program exceptions, and leadership reporting.



~ Report on all metric performance, creating approval decks and program progress reports. Responsible for documentation of all programs processes to ensure consistent management and understanding between



parties and ensures proper support documentation is available internally and in multiple repositories intended for region/field and/or dealer use and access.



~ Manage survey interference program, working with legal for alignment and with the regions to ensure steps are followed, timing is kept, actions are taken according to outlined process, and tracks all strikes monthly.



~ Partner with IT/DBP/HAEA to effectively articulate needs, outline scope, ensure the implementation and launch of software needed to support Customer Feedback metrics, Earnback program, verbatim responses for use in SAP, DPM and other sources for consumption by national, region, field and dealers.



~ Working as a team to manage to the budget for all programs under customer feedback and Earnback, with direct responsibility to the spend by the vendors relative to the scope of services and the Earnback program relative to the wholesale amount per vehicle, number of vehicles sold per month and total amount used.



~ Communicate with stakeholders in multiple capacities (EFC, DCS) and store and regularly update the associated documentation in all associated Repositories and SharePoint sites for alignment.





Authority:



~ Create, release and pay departmental invoices, dealer Earnback credits/debits, and all Earnback monthly payment entries through SAP.



~ Leverage DocuSign for approval routing.



~ Responsible for department PR/PO documents associated with projects for survey delivery and enhancement.





Education:



~ Must be a high school graduate.



~ Bachelors degree preferred.





Related Experience:



~ Four to five years of experience in a similar field preferred.



~ Prior experience at an automotive dealership and/or OEM regional assignment is mandatory.



~ Experience in business administration/project management preferred.



~ Experience leading cross-functional teams.





Skill/Knowledge:



~ Exceptional written and oral communication skills.



~ Strong interpersonal skills.



~ Analytical and detail-oriented.



~ Creative problem solver.



~ Self-motivated, high initiative, proactive, and works well independently.



~ Ability to work on multiple projects and set priorities.



~ Works effectively in teams, including colleagues, cross-functional groups, and suppliers.



~ Strong command of Excel, PPT, and Word



~ Ability to collaborate with people around the organization.



~ Ability to manage budgets, payments and schedules.





Physical requirements:



~ Normal office duties.



~ Business travel as needed.




Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leavestatus, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.







Posted: 2021-06-08 Expires: 2021-07-07
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Assistant Manager, Customer Feedback

Hyundai Motor America
Fountain Valley, CA 92708

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