WORK MODEL#LI-OnSite
WHAT YOU WILL DO Retail Experience Modernization Initiatives:- As part of the ongoing transformation of Hyundai Motor America's Customer Experience (CX), Sales, and Aftersales platforms, this role is responsible for leading strategic initiatives focused on the modernization of the retail experience. The position ensures that all efforts are closely aligned with the company's long-term CX strategy and the broader enterprise digital platform objectives.Retail Experience Technology Roadmaps:
- The role defines and maintains technology roadmaps specifically for Retail Experience, making certain that these roadmaps are in sync with the long-term CX strategy and digital transformation goals of the organization. This includes the continual evaluation and alignment of technological advancements to support the company's vision for customer engagement and satisfaction.
In-Dealer and Retail Customer Experience Improvements: - A key responsibility involves driving measurable improvements in both in-dealer and retail customer experiences. This is achieved through optimizing vendor relationships and fostering engagement among dealers and regional teams. The role oversees a comprehensive portfolio of in-dealer and digital technologies, such as Service Lane Technology, Aftersales financing solutions, Hyundai Delivery Experience initiatives, artificial intelligence applications, and additional enabling platforms.
Cross-Functional Collaboration and Governance: - Collaboration across departments, including Purchasing, CX, and Digital Business Planning-is essential. The role partners with these teams to ensure that solutions are developed with clear business requirements, governed by effective budget management practices, and vendor performance oversight.
HOW YOU WILL MAKE AN IMPACT- Lead CX sales and aftersales initiatives aligned with Hyundai transformation goals and Global Mystery Shop programs.
- Drive improvements across dealer technology platforms through vendor management, dealer engagement, and performance optimization.
- Implement customer satisfaction programs that enhance customer experience and dealer performance.
- Communicate program updates, results, and launches through reports, presentations, and stakeholder communications.
- Manage budgets, accruals, forecasting, reconciliation, and program documentation.
- Monitor program effectiveness, identify process improvements, and support vehicle lineup enhancements.
- Oversee service lane technologies including Online Appointment Scheduler, Lane Check-In, eMPI, and
- Develop and launch sales, aftersales, retail technology, and parts solutions that improve customer experience.
- Resolve dealer, field, and customer inquiries while promoting program adoption and performance.
- Create training materials, user guides, status decks, and executive reporting.
- Generate key performance reports and maintain customer experience databases.
- Collaborate with Training, Parts, and Field Operations teams to meet business objectives.
- Manage supplier relationships, contracts, RFPs, purchase orders, invoices, and vendor performance.
- Compile departmental budgets, monitor compliance, and resolve variances.
- Lead hiring, coaching, performance evaluations, employee development, and resource planning while aligning team goals with company objectives.
Oversee supplier performance, contracts, budgets, and service delivery to ensure quality, compliance, and business objectives are met. - Lead, coach, and develop staff while effectively managing resources, budgets, and team performance to support company goals.
WHAT YOU WILL BRING TO THE ROLE- Must be a high school graduate.
- Bachelor's degree preferred.
- Master's degree a plus.
- Six or more years of experience in retail technologies, customer experience, or automotive operations preferred.
- Retail parts and service background a plus.
- Supervisory experience a plus.
- Ability to develop, implement and manage national program plans and budget.
- Proven ability to manage cross-functional teams and vendor relationships.
- Communication skills to prepare and deliver formal presentations to executive management, Regions, and Dealers.
- Writing skills to prepare proposals and business correspondence.
- Knowledge of computerized spreadsheet, e-mail and word processing programs.
- Is proficient in computer usage (Word, Excel, PowerPoint, Outlook, Teams, etc.).
- Working experience utilizing a database management system.
- Ability to travel when required.
WHAT HYUNDAI CAN OFFER YOU- Compensation Range: $91,000 - $130,000
- 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)
WHAT HAPPENS NEXTExpress your interest by submitting an application. Once your application is received, our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our hiring process please visit our How We Hire page.
OTHER DETAILS- Physical requirements: Normal office duties.
- Business travel up to 30% for meetings, seminars, trade shows, etc.
