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Customer Experience Operations Manager (Irvine, California, US) in Irvine, CA at Kia Motors America

Date Posted: 1/24/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Irvine, CA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    1/24/2019

Job Description

Need a positive switch in your career? Kia Motors America is one of the world’s fastest growing automotive companies in the US. We are always looking to add smart, talented individuals to the Kia team.

At Kia Motors America, innovation and reinvention are at the core of everything we do, and our willingness to challenge conventional thinking has transformed the brand into a recognized industry leader.

With an extensive lineup of world class products, Kia continues to grow and mature at a rapid rate. Our Marketing partnerships with the NBA, Super Bowl, Billboard Music Awards and others are raising brand awareness and challenging what people think they know about the Kia brand. Join us as we invite people to discover the “New Kia”.

Status

Exempt

Summary

 

This position reports to the head of the Customer Experience Team and is responsible for supporting the Customer Experience Team in executing projects and providing reports that supports the broader marketing strategies such as Below The Line (BTL) activities.  Set objectives, strategies, and tactics to improve Customer Experience.  Support all Public Relations (PR) initiatives. 

Major Responsibilities

Priority

Major Responsibility

%

1st

Review subsidiary(KMA, KCI, KMM) Customer Experience Operations plan and Monitor Customer Experience issues related to PR/BTL(Below The Line) and support to set up improvement/action plan. Manage KPI across functions including PR and BTL(Below The Line) activities. Collect subsidiary PR and BTL(Below the Line) plan regularly and Make consolidated report on each subsidiary activities.

50%

2nd

Support to localize and roll-out HQ Global Customer Experience strategy related to PR/BTL(Below The Line) activities.

30%

3rd

Support to build mid-to-long term regional PR/BTL(Below The Line) strategy and regional activation planning based on the guidance of RHQ.

10%

4th

Perform various ad hoc duties as assigned by the leader of NA RHQ customer experience team.

10%

Education/Certification

  • Bachelor’s degree or equivalent work experience required. 

Overall Experience

  • 2+ years’ experience working at PR/BTL(Below The Line) areas highly preferred
  • 7-10 years of project management or high level administrative experience required, or 2-3 years of project management or high level administrative experience required with master’s degree
  • Automotive manufacturer experience preferred
  • Related sales satisfaction or overall customer satisfaction knowledge / experience preferred.

Directly Related Experience

  • Administrative duties with a focus on attention to detail and organization skills.
  • Minimum 5 years of automotive manufacturer sales administrative experience.
  • Must understand the relationship between manufacturer and dealer from a sales perspective.

Skills

Requires prior demonstrated managerial, organizational and interpersonal communications (verbal and written) skills.

MS Office

Working knowledge of personal computers and Microsoft software.

Ability to manage multiple tasks simultaneously

High level of independent and rational judgment needed.

Must be selfinitiating; able to work under minimal supervision and under high pressure and stress with multiple same time deadlines.

Competencies

Challenge

Collaboration

Customer

Globality

People

Adapting to Change

Championing Customer Needs

Communicating Effectively

Delivering High Quality Work

Entrepreneurial Thinking

Managing Resources

KMA 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.  KMA complies with applicable law governing non-discrimination in employment in every location in which KMA has offices.  The KMA EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.

Disclaimer:  The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

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