Senior Manager, Dealer Data Analytics

Key Skills

Java Programming, Python Programming, C++, C Programming, SQL, Cloud computing, Scala Programming, Machine learning techniques, Data science techniques, MATLAB Programming, PyTorch, TensorFlow, R Programming

Job Description

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.

Reports to

Senior Group Manager, Service Planning & Analysis

Location

NHQ

Exempt Status

Exempt

Vehicle Benefit

MDLP

Purpose

• Drive consistent focus on improving customer experience and refine the alignment throughout the Hyundai organization, including management, regions, and dealer body.
• Ensure that Hyundai has effective and timely dealer & customer feedback and metrics to monitor the critical experiences and to provide information that helps guide improvement efforts.
• Identify the critical customer touch points that impact the service customer's experience, and to drive focus and improvement in these specific areas.
• Improve the customer experience, which will drive increased brand reputation and vehicle sales, higher customer loyalty in both service and sales, and positive word-of-mouth advocacy from our existing owners. These desired results will support the broader goals of selling more Hyundai vehicles, driving dealer profitability, and driving HMA profitability.

  Major Responsibilities

• Analyze Data to Improve Customer Experience:
• Identify opportunities to improve customer satisfaction level of Hyundai's service customers. Work with HMA (national and regions), dealers, and vendor data as appropriate to drive improvement and implement solutions.
• Gain executive buy-in through data interpretation to drive consistent focus on improving the customer experience.
• Analyze available data to gain insight into dealer & customer satisfaction and CSI issues, leading to actionable steps.
• Manage Customer Feedback:
• Provide timely and accurate customer feedback.
• Utilize the customer survey program to monitor and measure progress of program/process changes and communicate the progress and business results to management.
• Ensure the information is meaningful to and actionable for the dealers, and is easy to access for dealers and regions.
• Manage Dealer Feedback:
• Manage administration of dealer satisfaction survey programs
• Ensure the feedback and metrics are credible to the dealers.
• Expand effectiveness of dealer satisfaction survey system, improve visibility of survey results, and maintain focus on dealer satisfaction throughout HMA (national and regions) and dealers.
• Utilize the survey program to monitor and measure progress of program/process changes and communicate the progress and business results to management.

Major Responsibilities (continued)

• Expand effectiveness of survey system, improve visibility of survey results, and maintain focus on dealer satisfaction throughout HMA (national and regions) and dealers to help reduce dealer personnel turnover.
• Manage Big Data Models:
• Oversee the design and execution of various After Sales big data models to ensure that programs are effective and efficient in incenting the desired behaviors and outcomes.
• Manage forecasting models to predict dealer/customer behavior and results based on current program parameters.
• Coordinate with other departments/divisions within HMA, as well as the HMC big data team to ensure models are effective and useful for all key stakeholders.
• Vendor Management / Budget:
• Maintain supplier agreements, change orders, purchase requests, purchase orders, and invoices. Facilitate processing and approvals with internal departments.
• Review/approve all purchasing, contracts, budget, and billing services for dealer feedback programs
• Department Budget Support – compile annual department budget, monitor budget compliance through review of monthly reports & identify/resolve variance issues and concerns.
• Oversee supplier selection and relationship management, including RFP and Scope of Service development. Review and approve deliverables. Ensure Hyundai needs and expectations are met.

Authority

• Manage vendors (define scope and ensure delivery of goods/services, monitor and drive performance, work to raise level of program effectiveness).
• Support regions and dealers through obtaining feedback and suggestions for program improvements and propose changes that are feasible and appropriate.

Education

• Bachelor’s degree preferred
• Master’s degree a plus

Related Experience

• 5-8 years of experience. Automotive experience, including working with Repair Orders, is preferred.

Skills/Knowledge

• Strong analytical skills and familiarity with accessing multiple and disparate data sources to feed analysis.
• Deep capabilities in logical thinking and problem solving.
• Effective communications and relationship-building skills to work successful with a wide variety of people, including dealer service personnel, corporate executives, vendors.
• Presentation development (PowerPoint) and delivery skills.
• Microsoft office tools required: Excel, Word, Teams, Outlook.
• Proficient in Excel, Access, SQL or similar querying tools. Strong proficiency required in Alteryx and Tableau.

  Certification Required

  N/A

  Physical Requirements

  Travel: 0% - 25%

  Normal office duties