Director, Genesis CX & Training

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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.

#LI-On Site

• Provide strategic vision and leadership for Genesis customer experience and training to advance brand objectives, elevate the luxury ownership experience, and improve retailer performance. This role leads the development and execution of innovative sales and service retail processes, customer feedback analytics, and capability-building programs that drive customer satisfaction, loyalty, retention, and retailer profitability. The position requires deep, hands-on automotive retail and field expertise to identify performance gaps and translate insights into measurable operational improvements.
  
  The role partners closely with senior leadership across GMA, HMA, HMC, GHQ, affiliate companies, and the Retail Advisory Board (RAB), and oversees the Genesis field engineering team.

• Lead all Genesis Training in coordination with HMNA.
• Exceptional collaboration/influencing capability across GMA/HMA/Retailers.
• Lead the development and implementation of sales and after-sales retail processes that improve appointment availability, scheduling, service delivery, sales effectiveness, customer satisfaction, retention, loyalty, and retailer profitability.
• Define, source, and manage vendors and programs to support customer experience business initiatives.
• Alignment with Regional General Managers monitoring CSI and SSI objectives and process implementation.
• Support high-priority Safety and Quality problem investigations and technical TFT dealer visits.
• Drive the HQ Customer Experience team to implement innovative retail process solutions to the Regions through Regional Customer Experience teams.
• Coordinate training and direction for AMMs (Aftersales Market Managers).
• Lead departments and teams responsible for establishing and operating an integrated "University" for Retail Process and Training:
  Genesis Sales/Service Retail Process & Training to define, train and improve retail shopping/sales processes;
  Genesis field rep certification and training including leading the annual field/training meeting.
• Build and maintain highly effective partnerships across departmental stakeholders including but not limited to National Sales, After-Sales, Training, Marketing, Quality Service Engineering and Dealer Network Development to ensure effective alignment on SSI, CSI, and other shared business objectives.
• Develop and execute long-term customer experience strategies that support Genesis brand growth and evolving luxury customer expectations.
• Effectively coach, counsel, and develop staff; efficiently manage staff’s time, materials and budget while focusing on the goals and vision of the company.
• May also be asked to represent the company on a wide range of issues that include industry-related events, governmental regulatory and legislative initiatives, social and environmental questions and challenges, philanthropic responsibilities, and dealer and customer relations.
• Signature authority to approve accounting documents as per Company’s signature matrix.
• Signature authority on expense reports and time-off reports for direct reports.
• Expected to…