Assistant Manager, Customer Feedback & Analytics

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.

At Genesis, 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.

Location

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.
• Act as the subject matter expert on Genesis customer experience research studies including questionnaires, sampling, control group testing, analyses, and reports.
• 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 day-to-day 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.
• Self-motivated, 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

$69,300.00 - $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)
21 days ago