Assistant Manager, Customer Feedback

3 weeks ago

Fountain Valley, United States Hyundai Motor America Full time

**Assistant Manager, Customer Feedback & Analytics**:
**Date**:May 16, 2024

**Location**: Fountain Valley, CA, US, 92708

**Company**:Hyundai Motor America

At Genesis, 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._**

**Location**:

- NHQ**Purpose**:

- Support in the management of the implementation of Customer Experience programs that improve retailer performance and guest experience.
- Provide insights and recommendations using advanced data analysis to improve customer satisfaction on vehicle purchase and service experience.
- Partner with internal departments and external suppliers to create and execute the Customer Experience programs.

**Major Responsibilities**:
Customer Feedback Data Analysis:

- Advanced knowledge required to have a deep emphasis on analyzing customer experience research data to identify trends, make data insights and provide recommendations for improvement.
- Maintain databases of customer experience data. Conduct queries, data analysis and forecasting by integrating other Genesis databases.

Customer Experience Program Administration:.
- Align and collaborate with all Owner Experience colleagues across various scopes of projects and assignments.
- Document and maintain department procedures & policies for Customer Feedback initiatives (e.g., dataflow to/from suppliers, report procedures, program approvals). Identify issues and improvement opportunities.
- Aid the maintenance of supplier agreements, change orders, purchase requests, purchase orders, and vendor invoices.
- Support program budget management, including annual development, monthly accruals, ongoing monitoring, and reconciliation.

**Major Responsibilities (continued)**:

- Assist with the creation, release, and payment of departmental invoices.
- Customer Experience Program Management:

- Manage the day-to-day aspects of Customer Experience programs for optimal functions. Address program questions and inquiries from National, Area staff, and retailers, as needed.
- Assist and facilitate user trainings and education guides to ensure that participants are familiar with the program.
- Conduct data analytics and advanced data discovery analysis to integrate with customer experience programs.
- Monitor program effectiveness, troubleshoot potential issues, and provide suggestions for improvement.
- Work with IT groups, assist in designing, documenting, launching, and enhancing Systems and Operational Interfaces related to Customer Experience programs and websites.
- Interface with National and Regional management by partnering with internal departments to implement department programs.
- Exercise discretion and independently review and assist in approval of deliverables from suppliers and internal support departments, including but not limited to analysis, reports, presentations, and field and retailer communications.
- Perform other duties and assignments as determined by management.

**Authority**:

- N/A.

**Education**:

- ~ Bachelor’s degree required.- ~ Master’s degree a plus**Related Experience**:

- Five or more years of work experience.
- Strong analytics & process background
- SAP, Excel, & data modeling experience.
- Forecasting & regression analysis experience preferred.
- Automotive/Luxury OEM or auto finance company experience a plus.

**Skills/Knowledge**:

- Excellent problem solving and analytical skills.
- Excellent written and oral communication skills. Must have highly effective verbal and written skills.
- Self-motivated, high initiative works well independently with little to moderate direction.
- Excellent Collaboration with multiple departments and stakeholders
- Exceptional time management skills.
- Excellent project management skills.
- Strong computer skills - Microsoft Office, Word, PowerPoint, Excel, Access, and Outlook.
- Experience with Alteryx a plus.

**Certification**:

- N/A.

**Physical Requirements**:

- Normal office duties- Travel: 0% - 25%**Work Model**:

- #LI-Hybrid (60% Onsite/40% Remote)**Affiliate**:

- #Genesis**Compensation**:

- $69,300.00 - $99,000.00 Annual**Benefits**:

- 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)

**Nearest Major Market**:Orange County
**Nearest Secondary Market**:Los Angeles

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