Senior Group Manager, CRM & Customer Analytics at Hyundai Motor America in Fountain Valley, California

Job Description:

At Hyundai, 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.

At Hyundai, we understand you're not just building a career – you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.

 

Purpose:

~ Responsible for overall Customer Relationship Management communication activities, CRM Data Analytics, Lead Management, and Demand Generation initiatives. Manage strategic development and execution in these areas.

 

Major Responsibilities:

~ Work closely with HMA leadership and department heads to develop a highly effective CRM program to deliver personalized communication to owners and prospects to generate vehicle sales and lift brand. Identify new opportunities within the company to streamline customer communications.

~Work closely with HMA leadership to develop a highly effective Lead Management program to source, deliver and track sales leads from multiple sources. Implement best CRM lead processes for the various certified CRM providers and ensure dealers optimize their usage of the CRMs to deliver highest customer satisfaction and lead conversion.  

~ Provide Strategic Direction on all CRM activities through existing channels as well as bring new technologies and opportunities to HMA.

~ Develop an approach to measuring CRM effectiveness based on data analytics. Enhance and innovate current approach to Customer Analytics to optimize messaging and targeting. Oversee Customer Analytics activities for digital marketing programs including internal CRM campaign reporting and various programs with 3rd party data/service providers.

~ Develop an advanced analytical approach to Lead strategy and conversion, including new sources of leads such as digital retail.  

~ Collaborate with agency strategy team and new business partners to introduce, on-board, and execute new Demand Generation programs, such as New Vehicle Reservations.

~ Act as business owner and subject matter expert on new enterprise projects with the Office of Customer Management in the areas of Master Customer Database management, Customer VIN analytics and Customer Opt-in Opt out strategy. Act as the privacy and data compliance officer and liaison for all groups within the Marketing Division working with Legal, providing guidance on collecting, storing, and using customer PII.

~ Provide strategic direction on CRM Program including, but not limited to, campaign objectives, target audience selection, budget planning, program evaluation and coordination with key partners; agency, HMF, and internal HMA Departments and 3rd party service providers.

~ Nurture a collaborative culture in the CRM and Lead team and the agency/vendors to shape a highly effective CRM and Lead Management team. Effectively coach, counsel, and develop direct staff as well as IWA CRM team resources. Utilize the diverse talents of the staff by efficiently managing staff’s time, materials and budget while focusing on the goals and vision of the company. Evaluate current practices and propose, implement ongoing process improvement.

~ Ad-hoc assignments as directed by the Director of Customer Communications.

 

Authority:

~ Make appropriate decisions in the absence of the Director of Customer Communications.

~ Employment decision-making abilities in designated area of responsibility.

~ Common manager-level authority defined by HMA HR policy.

 

Education:

~ Bachelor’s degree preferred.

~ Master’s degree a plus.

 

Related Experience:

~ Ten plus years of experience of which at least five years of directly related experience in CRM in automotive OEM or other consumer facing industry with a detailed understanding of the overall marketing function.

~ Three to five years of supervisory experience desired.

 

Skills/Knowledge:

~ Ability to manage high-paced environment with multiple projects and agency personnel.

~ Ability to develop strong interpersonal relationships at a variety of levels; Executive, managerial, subordinate and agency hierarchy of personnel.

~ Ability to lead the creative development of a campaign and maintain a macro strategy.

~ Effective project, personnel and budget management skills.

~ Understanding of the overall customer relationship building and management. 

~ Ability to identify/quantify business opportunity as it applies to CRM technology, programs, and data.

~ Ability to assess operational and strategic strengths and make recommendations to leverage or augment strengths and weaknesses.

~ Ability to create and present executive facing presentations and other materials.

~ Ability to work on multiple projects and set priorities.

 

Physical requirements:

~ Normal office duties.

 

 

Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws.  The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.

 

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