Sr. Customer Relationship Manager

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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

Reporting to the Manager, Service and Parts Marketing, the Sr. Customer Relationship Manager leads Kia America's aftersales customer relationship management and owner retention strategy, driving initiatives that improve service retention, customer lifetime value, dealer engagement, parts and accessory sales, and overall dealer profitability. The role establishes strategic priorities, retention marketing frameworks, and dealer-focused programs that support Service Operations business objectives and enhance the ownership experience.

The position is responsible for the strategic direction, execution, optimization, and performance of the Kia Owner Retention Experience (KORE) program and related CRM initiatives. This includes leadership of agency partners, CRM platforms, customer communications, and retention marketing programs across the dealer network. The role leverages customer insights, business performance data, and analytics to monitor key CRM performance metrics, evaluate campaign effectiveness, identify growth opportunities, and drive continuous improvement.

As a key business leader, this position influences and partners with cross-functional internal and external stakeholders, including agency partners, CRM platform providers, field teams, Customer Experience, Connected Car, Legal, and dealer-facing organizations to align customer retention strategies with enterprise objectives. The role is accountable for programs that drive owner retention, dealership service traffic, dealer marketing participation, customer loyalty, and aftersales revenue growth while maximizing the effectiveness of team resources and marketing investments.

Priority One – 35%

• Lead Kia America's aftersales CRM and owner retention strategy, establishing strategic priorities, customer engagement frameworks, and marketing initiatives that drive service retention, customer loyalty, customer lifetime value, dealer engagement, and aftersales revenue growth. Direct the planning, development, execution, and continuous enhancement of the Kia Owner Retention Experience (KORE) program and related owner communication initiatives across email, direct mail, SMS, social media, search, and emerging channels.

Priority Two – 30%

• Oversee operational management of the KORE program, including agency partners, CRM platforms, dealer marketing tools, program governance, dealer communications, training, compliance, budgeting, invoicing, and recovery processes. Lead relationships with external vendors and internal stakeholders to ensure efficient program execution, dealer adoption, operational excellence, and alignment with Service Operations objectives.

Priority Three – 10%

Cross-Functional Team Collaboration, Accessory Sales & Marketing Support

• Manage and develop department resources to maximize organizational effectiveness and achievement of business objectives. Provide leadership, coaching, and performance management for direct reports while influencing cross-functional teams, agency partners, field personnel, Connected Car, Customer Experience, Legal, and other stakeholders to successfully execute retention and aftersales initiatives
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