Manager, Customer Experience & Loyalty

$130,919 - $188,879/Yr

Kia America - Irvine, CA

Full-time - Mid Level

Irvine, CA

About the position

The Manager, Customer Experience & Loyalty at Kia is responsible for enhancing the overall ownership experience for customers in aftersales, aiming for a Tier 1 Customer Experience (CX) and increased service retention and brand loyalty. This role acts as the 'Voice of the Customer' within the organization, collaborating with various teams to improve customer touchpoints and drive results in dealership processes, customer experience, and service retention. The position involves overseeing the implementation of aftersales initiatives and programs, ensuring effective strategies and tools are in place to support customer satisfaction and dealership profitability.

Responsibilities

• Evaluate and assess performance; oversee the execution of strategic initiatives and action plans to achieve national objectives for customer satisfaction and service operations.
• Operationalize and manage the successful launch, implementation, execution, and sustainment of aftersales business development initiatives, tools, and processes.
• Develop strategies and initiatives to improve service retention and loyalty, including overseeing the development of Executive Approval Decks for formal approval.
• Represent Service Operations to other departments and promote a customer-centric point of view throughout the organization.
• Supervise and develop staff to maximize departmental effectiveness within budget.

Requirements

• Bachelor's degree or equivalent experience; Master's degree is a plus.
• 10+ years' experience in the automotive industry, with dealer contact experience preferred.
• 7+ years' experience in field service management preferred.
• Strong understanding of retail aftersales operations and key drivers of customer satisfaction.
• Excellent oral presentation and written communication skills.

Nice-to-haves

• Project Management experience in a wholesale automotive environment.
• Experience in Consumer Affairs and/or Customer Experience Management.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid holidays
• Paid time off
• Vision insurance