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Senior Retail Process Manager

2 months ago

Fountain Valley, California, United States Hyundai Motor America Full time

At Hyundai Motor America, we have reimagined our operations to deliver vehicles that embody performance, quality, design, and innovation in a cohesive package.

Now is the time to reconsider your expectations from an employer.

We recognize that you are not merely building a career; you are crafting a life. Our commitment to our employees is paramount, and we understand that our achievements stem from providing exceptional opportunities for professional growth. If you thrive in a vibrant environment and seek to join a remarkable team of experts, we encourage you to explore this opportunity.

Location

NHQ

Objective

  • The Senior Retail Process Manager is tasked with the development, execution, oversight, and communication of all aspects and initiatives related to the dealership retail sales experience. This role is pivotal in enhancing customer satisfaction, fostering owner loyalty, boosting retail sales, and increasing dealership profitability. By leveraging effective customer experience (CX) and retail experience (RX) programs alongside key data and metrics, this position aims to achieve operational excellence and address gaps in retail dealership processes.
Key Responsibilities
  • Oversee daily management of Retail and Customer Experience programs (e.g., Dealership Evaluation, Mystery Shopping, Consulting, Sales Retention, Delivery Checklist, etc.).
  • Formulate strategies and tactics to enhance dealership retail operations, aiming for operational excellence to elevate sales capacity, customer experience, retention, and profitability.
  • Design strategies to improve industry benchmark studies such as JDP SSI, CSI, IQS, and NADA Dealer Workforce Study.
  • Refine Hyundai's retail sales standards, develop best practices, and implement tools to bridge opportunity gaps in various retail processes, thereby enhancing the customer experience (prospecting, lead management, price negotiation, F&I, pre-/delivery, follow-up, reputation management, etc.).
  • Lead and support various RX/CX initiatives to transition Hyundai's retail dealer network towards offering 'modern retail' experiences (e.g., new retail initiatives, innovative retailing tools for seamless purchases and delivery experiences).
Continued Key Responsibilities
  • Engage in industry events and forums to benchmark competitors and incorporate innovative processes and programs into Hyundai's best practices.
  • Collaborate closely with Customer Feedback and Regional CX teams, utilizing insights from SSI, RX surveys, and other relevant internal data to tailor regional and dealer action plans for improvement.
  • Work with other HQ and regional stakeholders of CX/RX to align, gain support, and execute key initiatives, strategies, and programs.
  • Conduct quantitative analyses to measure CX/RX on an ad-hoc basis.
  • Provide recommendations for enhancements in CX/RX systems and processes.
  • Regularly report and analyze related programs for dealers, internal teams, and executive management.
  • Coordinate, develop, and present departmental proposals and results to diverse audiences, including dealers and internal teams.
  • Define, implement, and report on performance metrics to ensure the success of initiatives and adjust plans as necessary.
  • Manage the budget for related programs, including tracking expenses, forecasting, and submitting monthly accruals to Finance.
  • Oversee vendor and supplier partnerships for related programs, ensuring successful procurement processes and program management.
Authority
  • Make key decisions regarding departmental programs, budgets, and tasks in collaboration with the Senior Group Manager.
  • Supervise supplier performance and the purchasing process, including reviewing supplier agreements and monitoring quality.
  • Manage applicable program budgets and finance processes, including invoice payments.
  • Make strategic and tactical decisions for retail process and customer experience initiatives.
  • Operate with a degree of autonomy under the guidance of the Senior Group Manager.
Education

~ High school diploma required
~ Bachelor's degree preferred
~ Master's degree is a plus

Experience
  • Minimum of eight years in automotive retail sales or OEM sales field management, with three to five years directly interfacing with retail dealerships.
  • At least three years of experience in cross-functional program management.
  • Strong understanding of or experience with digital retailing tools.
Skills/Knowledge
  • Ability to manage multiple projects and prioritize effectively.
  • Capacity to assess operational and strategic strengths and make recommendations.
  • Ability to manage by influence as well as authority.
  • Exceptional written and verbal communication skills.
  • Strong presentation skills.
  • Proficient in managing budgets and schedules.
Certification
  • N/A.
Physical Requirements

Normal office duties
Travel: 0% - 25%

Work Model

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

Affiliate

#Hyundai

Compensation

$107,154,000.00 Annual

Benefits
  • Monthly vehicle lease allowance (including insurance and maintenance)
  • Paid holiday shutdown between Christmas and New Year's.
  • Vacation and sick leave
  • Comprehensive healthcare insurance (medical, dental, and vision)
  • 401(K) company match
  • Enhanced 401(K) Employer Contribution program after one year of employment
  • Basic life insurance and disability coverage
  • Mental health and employee assistance programs
  • Health advocate services for care coordination and benefit understanding
Our Company adheres to equal employment opportunity guidelines as mandated by federal, state, and local laws. The information collected is sought in good faith and will not be used to discriminate against applicants based on any protected characteristic.