Customer Experience Training Manager

Status

Summary

Under the leadership of the Director of Kia University, the Customer Experience Training Manager is responsible for overall development and management of customer experience, brand, leadership, and onboarding training/activities supporting dealerships sales, service, and technical roles, along with other areas of the company where support is needed (i.e., Field Teams, Customer Care, Customer Journey, HR, Kia’s Business Partners, etc.).

Responsibilities include hands-on development and supervision of inventive customer experience training aimed at dealership staff to ensure they have the skills and knowledge to properly respond to the needs of Kia’s changing customer base. With Kia’s trajectory of sales and overall success, this role is vital to guide the company and dealers though Kia’s brand transformation. To track progress and success, business metrics indicating the effectiveness of training solutions will be used such as: vehicle sales, customer satisfaction surveys (SSI, CSI, etc.), vehicle repurchase intentions, customer loyalty, repeat service, and other relevant data indicating levels of dealership customer satisfaction. Training solutions will include but are not limited to training tours, in-dealer training workshops, virtual training, video, micro-learning, and conventional print & digital materials. Delivery may also include the identification and coordination of tour events, meeting locations, securing venues, training contract facilitators, and other related logistics.

Responsibilities also include development and deployment of creative training to prepare the dealers and field for the yearly customer satisfaction surveys such as SSI, CSI, IQS, etc. Training methods could include in-dealer training tours, virtual training, field preparation, and other training solutions as needed to provide the best experience possible for our customers and increase survey scores.

Overall management responsibilities include tactical business planning, budgeting, and expense control through the direct supervision of contracted curriculum development suppliers and contracted dealer trainers. This position also requires partnering with corporate and regional management to assure the implemented solutions achieve the desired business outcomes.

This position also continually reviews operations, processes, and expenditures for effectiveness and efficiency. Collaborate with the appropriate stakeholders to redevelop and implement system and process improvements to ensure maximum corporate, regional and national dealer network support.

Major Responsibilities

1st Priority - 50%

Develop and manage customer experience, brand, onboarding, leadership training projects, and related processes in custom development of performance-based training curriculum aimed at dealership personnel, field teams, headquarter teams, and Kia business partners to ensure consistency in knowledge regarding Kia’s values, behaviors, and expectations. Training methodologies and solutions could include in-person training, video, micro-learning, virtual learning, and conventional print materials.

Provide recommendations and assist in the development and implementation for the appropriate skill and knowledge certification and recognition programs, to ensure ongoing performance improvement of dealer personnel.

2nd Priority - 40%

Development and deployment of training to prepare dealers and field teams for the yearly customer satisfaction surveys such as SSI, CSI, IQS, etc. Training methods could include in-dealer training tours, virtual training, field preparation, and other training solutions as needed to provide the best experience possible for our customers and increase survey scores.

3rd Priority - 10%

Develop an annual / tactical business plan and operating budget. Partner with appropriate corporate and regional management on a regular basis to achieve the desired business outcomes. Effectively monitor and control expenses through monthly monitoring/tracking and preparation of management reports, etc. Submit monthly accruals. Continually review operations and processes for effectiveness and efficiency. Collaborate with the appropriate stakeholders to redevelop and implement system and process improvements to ensure maximum corporate, regional and national dealer network support.

Education/Certification

• Four-year or advanced college degree or comparative experience with emphasis on customer experience, hospitality, coaching, training, automotive dealership education, or equivalent work experience required.

Overall Experience

• 8-10 years of advanced working knowledge and experience with performance-based training and/or customer experience training
• Minimum 7 years as a supervisor or manager providing direction for exempt employees and/or contractors.
• Hospitality experience is a plus
• Experience with automotive customer satisfaction surveys (SSI, CSI, IQS, etc.)
• 5+ years of advanced working knowledge of automobile dealership operations (Sales or Service).

Directly Related Experience

• Supervisory and/or management experience required

Other Requirements:

• May need to work additional hours outside of normal business hours as required by the job, including weekends or holidays
• Perform other duties as assigned
• Occasional travel may be required domestically and/or internationally

Skills

Competencies