Assistant Manager, Customer Feedback - Fountain Valley, United States - Hyundai Motor America

Hyundai Motor America

Verified Company

Fountain Valley, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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 daytoday 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.
Selfmotivated, 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, $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