Responsibilities

• Create a CRM strategy and execution plan for Kia’s acquisition, engagement, and retention strategies for new vehicles and CPO, leveraging an integrated CX database that includes web behavior, marketing, sales, service, call center, and connected car data. Supervise CRM operations and the creation of an efficient and evolving customer lifecycle campaign program, both online and offline, across prospecting, onboarding, retention, and loyalty. Develop an omnichannel strategy across all customer touchpoints to seamlessly connect CX channels throughout 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, maximizing CRM-to-sales conversion, and strengthening customer loyalty. Oversee management of CRM leads to improve conversions from hand raisers, owners, former owners, and conquest customers to showroom visits and sales. Review monthly results and tailor strategy to improve performance.
• Develop the strategy for CX data utilization by 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. Expand CDP use cases by leveraging a variety of CX data, such as web behavior, marketing, sales, service, call center, and connected car data.
• Work cross-functionally with multiple departments, vendor partners, and Kia HQ to drive execution of the personalized CRM strategy. Manage vendor partner performance and influence and align internal stakeholders.
• Develop the channel strategy roadmap, annual business plan, investment and spend oversight, and ongoing executive reporting. Collaborate with the National Manager of Digital Customer Experience to ensure cohesive department efforts and effective resource management.
• Lead team growth, development, and performance.

Requirements

• Bachelor’s degree or equivalent experience required.
• Master’s degree preferred.
• 6–8 years of experience in marketing strategy, CRM, customer experience, CX data, project management, and/or business operations in automotive or similar industries.
• 5-7 years leading cross-functional teams across multiple business units.
• 3-5 years managing direct reports.
• 3–5 years of Salesforce platform experience in CRM design and execution, leveraging CX data.
• Experience with comprehensive customer database platform oversight preferred.
• Excellent knowledge of industry CRM, CX, and CX data benchmarks.
• Ability to develop and implement departmental goals, objectives, metrics and procedures to achieve results.
• Proactive and entrepreneurial leadership style

Benefits

• Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and paid time off. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.