Customer Experience Manager

4 weeks ago


Irvine, California, United States Kia Full time
Job Summary

We are seeking a highly skilled and experienced professional to join our team as a Customer Experience Manager. This role will be responsible for maximizing the overall Kia ownership experience in aftersales, resulting in a Tier 1 Customer Experience (CX) and increased service retention and brand loyalty.

Key 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 to achieve department objectives.
  • Operationalize and manage strategies, initiatives, and tactics to improve Service Retention. Lead the department in the development of approaches and initiatives to achieve loyalty.
  • Represent Service Operations to other KUS departments, Regions, Dealers, KHQ, KNA, and vendors to promote a customer-centric point of view throughout the organization.
Requirements
  • A Bachelor's degree or equivalent experience and demonstrated skills required.
  • 10+ years' experience in the automotive industry, retail and/or corporate with dealer contact experience preferred.
  • 7+ years' experience in field service management preferred.
What We Offer

We offer a competitive salary range of $130,919 - $188,879, based on several variables that are unique to each candidate, including but not limited to, job-related skills, experience, relevant education or training, etc.

KUS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law.



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