HCUK CRM & Retention Specialist – Hyundai & Genesis Finance

Background

Hyundai Capital UK Ltd (HCUK) is a joint venture between Santander Consumer UK and Hyundai Capital Services (HCS) Korea, operating under Hyundai Finance, Genesis Finance, and Kia Finance brands. The company provides funding solutions to retailers and consumers.

Job Purpose

The CRM & Retention Specialist reports to the CRM & Retention Manager and supports the delivery of an integrated customer retention strategy, including data analysis and tactical initiatives to improve retention for HCUK, dealers, and Original Equipment Manufacturer (OEM) partners.

Key Accountabilities
1. General Responsibilities

• Support the HCUK Marketing team to develop and optimise strategic and tactical initiatives to maximise customer renewals and retention.
• Align activities with OEM and Dealer partners.
• Utilise multiple communication methods and sales channels.

2. AI, Machine Learning & Personalisation

• Collaborate with AI and machine learning agencies to analyse customers and refine propensity modelling.
• Monitor customer database trends such as data drift, migration and changing behaviours.
• Manage suppliers and data, converting outputs into actionable commercial insights.

3. Data Analytics & Campaign Creation

• Work with OEM partners to analyse customer portfolios and identify tactical campaign opportunities.
• Lead campaign development, data selection, communication support, and deployment.

4. Marketing Communications

• Create integrated marketing campaign assets including artwork and copy.
• Ensure compliance with brand guidelines, advertising standards, and FCA regulations.
• Use multi‑channel approaches such as eDM, SMS, letters, and call scripts.

5. CRM Lead Management Platform

• Support maintenance and development of the automotive CRM lead platform.
• Manage third‑party suppliers, prioritise development work, allocate budgets, and oversee build, testing, and release of changes.

6. Measurement, Analysis & KPIs

• Analyse data sources to measure renewals activity impact and success.
• Present findings internally and externally to drive future improvements and support campaign building.

7. Stakeholder Engagement

• Build strong working relationships and share best practices with stakeholders including HCUK, SCUK, HCS, OEM partners, dealers, suppliers, and agencies.

8. CRM Sales Support

• Provide proactive support to field‑based sales teams with tools, reports, and information to enhance renewals and retention performance.

9. Risk & Compliance

• Identify risks, incidents, and breaches in line with company policies and procedures.
• Perform additional reasonable tasks to support the wider HCUK business.
• Planning:
  Develop coherent project and activity plans.
• Communication:
  Effective written and verbal communication with internal and external stakeholders.
• Teamwork:
  Strong relationship‑building skills.
• Analysis & Presentation:
  Use MS Excel for data interrogation and communicate insights clearly.
• Time Management:
  Prioritise and deliver activities within time frames.
• Influencing and Negotiating:
  Engage stakeholders for mutually beneficial outcomes.

10. Other Tasks Key Competencies Key Expertise

• Marketing experience including agency and third‑party supplier management.
• Campaign creation, execution, and analysis.
• Data management and communication of insights.
• CRM system utilisation and management.
• Understanding of customer retention and industry best practices.
• Proficiency in MS Excel for data analysis.
• Ability to produce documentation and presentations such as business cases and briefs.
• Familiarity with legal, regulatory, and compliance issues related to customer data, including FCA’s “treating customers fairly” code.
• Good understanding of the general market, business acumen, interpersonal skills, and confidence in dealing with senior management.
• Relevant marketing degree or equivalent qualification.
• Experience in Automotive or Financial Services sectors is advantageous but not mandatory.

Other Information

• The role requires regular domestic travel to Hyundai Motors UK offices in Leatherhead, Surrey, and to third parties and suppliers.
• A full driving license is beneficial.
• HCUK employees follow a hybrid working model with a minimum of two days per week in the office. These two days will…