Sr. CRM & CX Data Manager

Select how often (in days) to receive an alert:

At Kia, we’re creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.

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.

• 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
• paid time off
• company lease and purchase programs
• company-wide holiday shutdown
• paid volunteer hours
• premium lifestyle amenities at our corporate campus in Irvine, California

Status

Exempt

The Sr. Manager of CRM and CX Data identifies the latest trends within and outside the automotive industry to effectively meet customer expectations. This position has high visibility and works across multiple business units representing the customer experience (CX) journey. Core responsibilities include, but are not limited to, developing a strategic view of the CX journey and identifying ways to enhance the customer’s experience with the Kia brand.

This role also includes managing a cross-functional team to enhance and integrate back-end systems related to the customer database.

Priority One – 25% of Time

• 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.

Priority Two – 25% of Time

• 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.

Priority Three – 20% of Time

• 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.

Priority Four – 10% of Time

• 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.

Priority Five – 10% of Time

• 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.

Priority Six – 10% of Time

• Lead team growth, development, and performance.

• Bachelor’s degree or equivalent…