Hyundai Motor America
Senior Manager, Dealer Data Analytics (R&D)
At Hyundai, we've rethought our business and created cars that combine performance, quality, design and innovation into a complete package. It's 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.
It's 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.
~Drive consistent focus on improving customer experience and refine the alignment throughout the Hyundai organization, including management, regions, and dealer body.
~Ensure that Hyundai has effective and timely dealer & customer feedback and metrics to monitor the critical experiences and to provide information that helps guide improvement efforts.
~Identify the critical customer touch points that impact the service customer's experience, and to drive focus and improvement in these specific areas.
~Improve the customer experience, which will drive increased brand reputation and vehicle sales, higher customer loyalty in both service and sales, and positive word-of-mouth advocacy from our existing owners. These desired results will support the broader goals of selling more Hyundai vehicles, driving dealer profitability, and driving HMA profitability.
~Analyze Data to Improve Customer Experience
~Identify opportunities to improve customer satisfaction level of Hyundai's service customers. Work with HMA (national and regions), dealers, and vendors as appropriate to drive improvement and implement solutions.
~Gain executive buy-in through data interpretation to drive consistent focus on improving the customer experience.
~Analyze available data to gain insight into dealer & customer satisfaction and CSI issues, leading to actionable steps.
~Manage Customer Feedback
~Design a process that draws insightful feedback from the customers without becoming an undesirable aspect of Hyundai ownership.
~Provide timely and accurate customer feedback.
~Capture type of customer feedback that is useful to HMA and to its dealers.
~Utilize the customer survey program to monitor and measure progress of program/process changes and communicate the progress and business results to management.
~Expand effectiveness of customer survey system, improve visibility of survey results, and maintain focus on customer satisfaction throughout HMA (national and regions) and dealers.
~Ensure that survey tools maintain credibility with regions and dealers.
~Ensure the information is meaningful to and actionable for the dealers, and is easy to access for dealers and regions.
~Manage Dealer Feedback
~Manage administration of dealer satisfaction survey programs
~Ensure the feedback and metrics are credible to the dealers.
~Expand effectiveness of dealer satisfaction survey system, improve visibility of survey results, and maintain focus on dealer satisfaction throughout HMA (national and regions) and dealers.
~Utilize the survey program to monitor and measure progress of program/process changes and communicate the progress and business results to management.
~Expand effectiveness of survey system, improve visibility of survey results, and maintain focus on dealer satisfaction throughout HMA (national and regions) and dealers to help reduce dealer personnel turnover.
~Manage Big Data Models
~Oversee the design and execution of various customer satisfaction big data models to ensure that programs are effective and efficient in incenting the desired behaviors and outcomes.
~Coordinate with other departments/divisions within HMA, as well as the HMC big data team to ensure models are effective and useful for all key stakeholders.
~Vendor Management / Budget
~Maintain supplier agreements, change orders, purchase requests, purchase orders, and invoices. Facilitate processing and approvals with internal departments.
~Review/approve all purchasing, contracts, budget, and billing services for dealer feedback programs
~Department Budget Support – compile annual department budget, monitor budget compliance through review of monthly reports & identify/resolve variance issues and concerns.
~Oversee supplier selection and relationship management, including RFP and Scope of Service development. Review and approve deliverables. Ensure Hyundai needs and expectations are met.
~Manage direct reports (allocate work load and responsibilities, provide guidance and direction, support professional development and growth).
~Manage vendors (define scope and ensure delivery of goods/services, monitor and drive performance, work to raise level of program effectiveness).
~Support regions and dealers through obtaining feedback and suggestions for program improvements, and propose changes that are feasible and appropriate.
~Bachelor's degree preferred.
~Master's degree a plus.
~Eight years of experience
of which at least five years of automotive experience, of which two years are directly related experience in customer experience design, improvement, and measurement.
~Two to three years of supervisory experience.
~Strong analytical skills and familiarity with accessing multiple and disparate data sources to feed analysis.
~Deep capabilities in logical thinking and problem solving.
~Effective communications and relationship-building skills to work successful with a wide variety of people, including dealer service personnel, corporate executives, vendors.
~Presentation development (PowerPoint) and delivery skills.
~Proficient in Excel, Access, SQL or similar querying tools.
~ Normal office duties.
~ Periodic travel.
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 leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.