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Kia America · 2 months ago

National Manager, CRM & CX Data

Irvine, CA

Full-time

Hybrid

Senior Level

$136K/yr - $195K/yr

6+ years exp

Kia America is redefining value in the automotive industry with a focus on innovation and collaboration. The National Manager of CRM & CX Data will develop strategies to enhance customer experience and oversee the management of a cross-functional team dedicated to optimizing customer engagement through data-driven insights.

Automotive

Responsibilities

Create a CRM strategy on Kia’s acquisition, engagement and retention strategies, leveraging an integrated CX database which includes web behavior, marketing, sales, service, call center and connected car data. Supervise CRM operations and creation of an efficient and evolving customer lifecycle campaign program (online & offline) across prospecting, onboarding, retention and loyalty. Develop an omni channel strategy across all the customer touch points to seamlessly connect CX channels over the entire CX journey

Lead the strategic development of innovative programs and partnerships supporting product launch and sustainment, with a focus on expanding market reach, accelerating lead generation, and strengthening customer loyalty. Oversee management of CRM leads to improve conversions to showroom visits and sales from handraisers, owners, former owners, and conquest customers. Review monthly results and tailor strategy to improve performance

Develop strategy for CX data utilization, leveraging the Customer Data Master (CDM) integrated database and Salesforce Customer Data Platform (CDP) to advance campaign personalization, predictive analytics, and targeted experiences that strengthen brand loyalty and conversion performance

Work cross-functionally with several departments, vendor partners, and Kia HQ to drive execution of personalized CRM strategy. Manage performance of vendor partners and influence/align internal stakeholders

Develop channel strategy roadmap, annual business plan, investment/spend oversight, and ongoing executive reporting. Collaborate with National Manager of Digital Customer Experience to ensure cohesive department efforts and effective resource management

Lead team growth, development, and performance

Qualification

CRM strategySalesforce platformCX data utilizationCustomer database managementCross-functional team leadershipAnalytical skillsVendor managementProject managementCommunication skillsStrategic thinking

Required

Bachelor's degree or equivalent experience required

6-8 years in marketing strategy, CRM, customer experience, CX data, project management and/or business operations in Automotive and similar industries

5-7 years leading cross-functional teams across multiple business units

3-5 years managing direct reports

3-5 years Salesforce platform experience in CRM design/execution leveraging CX data

Excellent knowledge of industry CRM, CX and CX data benchmarks

Ability to develop and implement departmental goals, objectives, metrics and procedures to achieve results

Demonstrated success in a fast-paced environment

Proactive and entrepreneurial leadership style

Proven experience in developing consensus with internal and external stakeholders with business acumen and effective communication

Physical Requirements: frequent sitting, hearing, talking, and use of vision

5-10% domestic and/or international travel

Job demands may include reading documents, detailed work, confidentiality, problem solving, language, reasoning skills, oral communication, written communication, customer contact, ability to effectively present information in one-on-one and small group situations to customers, vendors, and other employees, multiple concurrent tasks, ability to work with frequent interruptions, etc

Must be able to maintain focus and attention to detail in a fast-paced environment

Ability to analyze information and make sound decisions under time constraints

Problem-solving skills and the ability to work independently

Must be able to respond to challenges with poise and agility

Ability to handle competing priorities effectively and with composure

Demonstrated skills in collaboration, strategic thinking, and analytics

Excellent written and verbal communication, interpersonal, and presentation skills

Effective organizational skills including attention to detail, planning, and managing multiple priorities

Strong strategic planning and leadership development skills

Strong agency/vendor management skills

Strong PC and Microsoft Office 365 skills

Strong skills and experience in Salesforce platform or comparable CRM platforms