Manager, Service Retention & Loyalty

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.

Status Exempt

General Summary The National Manager, Service Loyalty & Retention is responsible for leading Kia America s service customer retention, loyalty, ownership experience, and dealership profitability initiative. This position develops and executes national strategies that improve customer satisfaction, increase service retention, strengthen brand loyalty, and drive long-term fixed operations growth.

This role influences cross-functional business decisions across Corporate, Regional, Field, and Dealer organizations to create differentiated ownership experience and maximize customer lifetime value. The position partners closely with stakeholders throughout Kia America to improve customer engagement across the entire ownership lifecycle, including sales-to-service transitions, digital ownership platforms, and emerging customer experience technologies.

The role supports the Director, Service Operations, in driving business performance in five key areas:1) Service Loyalty and Retention;
2) Customer Experience and Ownership Journey;
3) Aftersales Business Development;
4) Operational Excellence and Dealer Performance;
5) Customer Analytics and Insights. The National Manager is responsible for developing strategic initiatives, driving execution, measuring results, and ensuring sustainable adoption throughout the Kia dealer network.

The role provides strategic leadership to corporate staff, regional teams, dealers, and vendor partners to ensure consistent execution of customer experience, loyalty, and business development programs nationwide. The position has overall responsibility for program development, business case creation, Executive Approval Decks (EADs), implementation, performance monitoring, and continuous improvement initiatives supporting Service Operations objectives. Success is measured through key business metrics including customer satisfaction (NPS), service retention, service lane utilization, loyalty performance, dealership profitability, customer engagement, and ownership experience outcomes.

Essential Duties And Responsibilities

Priority One – 25%

Service Loyalty & Retention Strategy

• Develop and execute national service retention and loyalty strategies that increase customer lifetime value, improve ownership experiences, and strengthen long-term relationships between Kia customers and retailers.
• Develop business cases, executive approval documents, and strategic recommendations supporting department objectives.
• Drive alignment between Corporate, Field, and Dealer organizations to achieve retention and loyalty goals.

Priority Two – 25%

Customer Experience & Ownership Journey

• Lead the development and execution of customer experience strategies that support a Tier-1 ownership experience throughout the customer lifecycle.
• Identify opportunities to improve customer touchpoints…