Field Operations & Guest Experience Specialist
Top Benefits
About the role
Job description:
WHAT YOU WILL DO
This role will work directly with the National Manager, Field Operations & Guest Experience to support both the Genesis BDC Team as well as the Field Operations team with monitoring, reporting and training in all areas of Guest Experience (including the Connex Platform and the CSI Survey Platform) plus operational support in all areas with potential to affect the overall brand performance as it pertains to JD Power, IPSOS and individual Distributor performance. This role works with multiple stakeholders (HAC & Genesis Team members, Distributors, GMNA & GHQ) to identify concerns and develop solutions for operational excellence internally and at our Genesis Distributors to ensure the highest level of Guest Experience for the Genesis brand and Distributors.
HOW WILL YOU MAKE AN IMPACT
• Monitor and report out on analytics relating to Guest Satisfaction Performance both internally (Connex VOC) and externally (Distributor performance)
• Monitor and process Distributor CX variable commissions monthly
• Review and contribute to the goodwill process through rule definition and administration of programs including, processing all goodwill compensation claims as well as all Surprise and Delight gifts identified by the BDC team to be sent to guests with personalized messaged.
• Prepare and present as required Guest Satisfaction results monthly both internally and on our Distributor calls
• Prepare and present as required monthly report for GHQ as it relates to Gensis Service & Quality in the areas of VOC
• Operational support around Genesis Aftersales:
o Ensuring all VINs are loaded into the GWMS system so that distributors can claim for PDIs and maintenance.
o Has the knowledge and ability to load accessories onto our Genesis at Home website to ensure these are visible for guests at the time of purchase
o The lead in ensuring that all maintenance packages are properly loaded and maintained in our internal platform as required for our Genesis Digital Service platform
o Review warranty KPI reporting provided monthly and work collaboratively with the HAC warranty team to develop a Genesis specific report
• Field Operations Support:
o Create and provide monthly Distributor performance reports to the field team that monitors KPIs related to Guest Experience, Sales, Marketing and Aftersales
o Monitor and provide support as it relates to the Genesis Marketing Support Program (GMSP) for Distributors
o Ad hoc reporting as requested for field team
• Draft & distribute Distributor bulletins specific to the Genesis brand
• Subject matter expert on the Connex VOC platform as well as the CSI Survey Platform and key liaison with vendors and platform users to ensure efficient and effective use of both platforms
• Provide monthly training specific to the CSI Survey Platform for Distributors
• Provide ad hoc training as required to Distributors and Genesis team members on the CSI Survey Platform, Connex Platform and DCM as required
• Collaborate with different teams on events including Distributor meetings, Distributor training events as well as Marketing programs
• Provide occasional coverage to the BDC team as required relating to inbound calls and emails.
WHAT YOU WILL BRING TO THE ROLE
-
Completion of an undergraduate degree …or an equivalent combination of experience and education
-
2 – 5 years of relevant experience in same or similar function
OTHER DETAILS
• To be able to work non-standard hours to support ad hoc guest requests
We offer:
WHAT GENESIS CANADA CAN OFFER YOU
• Award Winning Work Culture
• Health Benefits Start Day One
• Car Leasing Program
• Flexible start times
• RRSP Matching
• Maternity and Parental Leave Top-Up
• Career Development and Mentoring Program
• Tuition Reimbursement Support
WHAT HAPPENS NEXT
Candidates will be reviewed on or before [date].
STILL INTERESTED? WHY NOT APPLY?
If you are excited about this role, the automotive industry, Hyundai Canada and GENESIS, why not apply? Even if you don’t meet every item listed above, or if you have never worked in automotive, we would love to hear from you. The secret to our recruitment success, real humans are reviewing resumes. There are no bots or algorithms in our process, so why not give it try and let us get to know you?
We are committed to providing employees with an experience that will help them grow and develop professionally. Ideal candidates are self-starters, team players and thrive in a dynamic environment. If you are looking to build your career with a growing organization where you can use your knowledge, skills and talents, consider joining our team.
Hyundai Auto Canada Corp. is committed to being an equal opportunity employer. We are also committed to meeting the needs of people with disabilities and their accessibility requirements. If you require accommodation during the interview process, please let us know and we will take all reasonable steps required to meet your accessibility requirements.
We thank all applicants for their interest; only candidates selected to proceed in the recruitment process will be contacted.
About Hyundai Motor Company
We are Hyundai. Our people are changing the way we move for the better. We may be considered as underdogs but our challenger spirit and creativity continuously drive us to be leaders of future mobility and deliver progress for humanity. Already leading in electrified mobility, our Ioniq range, the Kona Electric and the fuel-cell powered Nexo deliver the broadest range of powertrains in the industry.
Work with us to redefine what’s possible and break boundaries. You’ll be amazed by the dynamics of Hyundai and the speed at which you will grow and develop, personally and professionally.
Tomorrow? It’s what we make it. Join us and let’s shape the future of mobility together.
Field Operations & Guest Experience Specialist
Top Benefits
About the role
Job description:
WHAT YOU WILL DO
This role will work directly with the National Manager, Field Operations & Guest Experience to support both the Genesis BDC Team as well as the Field Operations team with monitoring, reporting and training in all areas of Guest Experience (including the Connex Platform and the CSI Survey Platform) plus operational support in all areas with potential to affect the overall brand performance as it pertains to JD Power, IPSOS and individual Distributor performance. This role works with multiple stakeholders (HAC & Genesis Team members, Distributors, GMNA & GHQ) to identify concerns and develop solutions for operational excellence internally and at our Genesis Distributors to ensure the highest level of Guest Experience for the Genesis brand and Distributors.
HOW WILL YOU MAKE AN IMPACT
• Monitor and report out on analytics relating to Guest Satisfaction Performance both internally (Connex VOC) and externally (Distributor performance)
• Monitor and process Distributor CX variable commissions monthly
• Review and contribute to the goodwill process through rule definition and administration of programs including, processing all goodwill compensation claims as well as all Surprise and Delight gifts identified by the BDC team to be sent to guests with personalized messaged.
• Prepare and present as required Guest Satisfaction results monthly both internally and on our Distributor calls
• Prepare and present as required monthly report for GHQ as it relates to Gensis Service & Quality in the areas of VOC
• Operational support around Genesis Aftersales:
o Ensuring all VINs are loaded into the GWMS system so that distributors can claim for PDIs and maintenance.
o Has the knowledge and ability to load accessories onto our Genesis at Home website to ensure these are visible for guests at the time of purchase
o The lead in ensuring that all maintenance packages are properly loaded and maintained in our internal platform as required for our Genesis Digital Service platform
o Review warranty KPI reporting provided monthly and work collaboratively with the HAC warranty team to develop a Genesis specific report
• Field Operations Support:
o Create and provide monthly Distributor performance reports to the field team that monitors KPIs related to Guest Experience, Sales, Marketing and Aftersales
o Monitor and provide support as it relates to the Genesis Marketing Support Program (GMSP) for Distributors
o Ad hoc reporting as requested for field team
• Draft & distribute Distributor bulletins specific to the Genesis brand
• Subject matter expert on the Connex VOC platform as well as the CSI Survey Platform and key liaison with vendors and platform users to ensure efficient and effective use of both platforms
• Provide monthly training specific to the CSI Survey Platform for Distributors
• Provide ad hoc training as required to Distributors and Genesis team members on the CSI Survey Platform, Connex Platform and DCM as required
• Collaborate with different teams on events including Distributor meetings, Distributor training events as well as Marketing programs
• Provide occasional coverage to the BDC team as required relating to inbound calls and emails.
WHAT YOU WILL BRING TO THE ROLE
-
Completion of an undergraduate degree …or an equivalent combination of experience and education
-
2 – 5 years of relevant experience in same or similar function
OTHER DETAILS
• To be able to work non-standard hours to support ad hoc guest requests
We offer:
WHAT GENESIS CANADA CAN OFFER YOU
• Award Winning Work Culture
• Health Benefits Start Day One
• Car Leasing Program
• Flexible start times
• RRSP Matching
• Maternity and Parental Leave Top-Up
• Career Development and Mentoring Program
• Tuition Reimbursement Support
WHAT HAPPENS NEXT
Candidates will be reviewed on or before [date].
STILL INTERESTED? WHY NOT APPLY?
If you are excited about this role, the automotive industry, Hyundai Canada and GENESIS, why not apply? Even if you don’t meet every item listed above, or if you have never worked in automotive, we would love to hear from you. The secret to our recruitment success, real humans are reviewing resumes. There are no bots or algorithms in our process, so why not give it try and let us get to know you?
We are committed to providing employees with an experience that will help them grow and develop professionally. Ideal candidates are self-starters, team players and thrive in a dynamic environment. If you are looking to build your career with a growing organization where you can use your knowledge, skills and talents, consider joining our team.
Hyundai Auto Canada Corp. is committed to being an equal opportunity employer. We are also committed to meeting the needs of people with disabilities and their accessibility requirements. If you require accommodation during the interview process, please let us know and we will take all reasonable steps required to meet your accessibility requirements.
We thank all applicants for their interest; only candidates selected to proceed in the recruitment process will be contacted.
About Hyundai Motor Company
We are Hyundai. Our people are changing the way we move for the better. We may be considered as underdogs but our challenger spirit and creativity continuously drive us to be leaders of future mobility and deliver progress for humanity. Already leading in electrified mobility, our Ioniq range, the Kona Electric and the fuel-cell powered Nexo deliver the broadest range of powertrains in the industry.
Work with us to redefine what’s possible and break boundaries. You’ll be amazed by the dynamics of Hyundai and the speed at which you will grow and develop, personally and professionally.
Tomorrow? It’s what we make it. Join us and let’s shape the future of mobility together.