Support Services Seniors jobs in Scarborough, ON

WHAT YOU WILL DO

The Senior Manager, Customer Experience is a pivotal leadership role responsible for driving excellence in customer satisfaction across sales and service operations at Hyundai. This position leads the field team in developing and executing strategies that enhance key performance metrics such as Sales & Service NPS & KPIs, service retention and service department KPIs, and dealership process improvements. The role oversees the implementation and continuous improvement of Sales and Service Signature programs, ensuring all initiatives align with industry-leading standards.

Key duties include mentoring and developing the field team, collaborating with cross-functional groups (CX, Parts, Aftersales), and leveraging external industry insights to keep processes ahead of market trends.

HOW WILL YOU MAKE AN IMPACT

• Develop a strategic roadmap for the Field to improve key metrics, such as NPS, CORe KPIs, Service Retention, Service Capacity, and overall improvement in dealership service department processes.
• Develop, implement and maintain all aspects of the Sales and Service Signature processes and programs related to achieving an industry leading customer experience.
• Train, develop and mentor field team (sales CX, service CX and parts & service processes) as needed in any aspect of their work to ensure sound decision-making and objectives achievement.
• Collaborates with the CX Team, Parts Team and Aftersales Team to set and communicate priorities for the District Managers Aftersales and Assistant Zone Managers – Aftersales.
• Leads regular meetings and communications for DMAs, ZCXMs, DSMs and AZMs.
• Optimize ZCXM role for greater impact.
• Use external industry knowledge and relationships to ensure the Sales and Service processes remain ahead of market trends.
• Assist National Manager, Customer Experience, in developing the annual CX Improvement strategy.
• Assist National Manager, Customer Experience, in developing the strategic KPIs for CORe, Signature, DSOM, and dealership reviews.
• Manage the Customer Experience survey process and reporting system for all sales and service transactions
• Develop and measure annual CSI targets.
• Communicate with executive management on CX results, issues, and action measures.
• Effectively communicate and review objectives with a monthly scorecard.
• Coordinate with other internal departments’ efforts to improve the customer experience.
• Activate field team to solve escalated customer cases. Provide guidance and review of Trade Assists.
• Manage Dealer Case Management (DCMs) to ensure proper documentation and closures (support from the VOC department on reporting and quality).
• Assist National Manager, Customer Experience in identifying required support for field team pertaining to training, tools, and communication.
• Schedule and lead field team meetings.
• Aid the AZMs in scheduling onboarding for new field reps to ensure proper introductions, processes, and knowledge is available to provide successful transitions.
• Build and communicate an annual calendar of events to share with the field team.
• Visit each Zone office a minimum of once per year.
• Ability to manage, implement and achieve ad hoc tasks.

WHAT YOU WILL BRING TO THE ROLE

• Completion of an undergraduate degree or an equivalent combination of experience and education
• 10 or more years of relevant experience in same or similar role
• Demonstrated strong initiative, excellent judgment, and the ability to work both independently and collaboratively.
• Expert knowledge of dealership operations.
• Excellent oral and written communication skills.
• Excellent project management skills.
• Excellent analytical skills and creative thinking ability.
• Leadership skills and ability to manage and coach both internal and external contacts.
• Knowledge of customer retention strategies and a strong understanding of survey analytics.
• Strong proficiency in MS Office suite of products (Powerpoint, Excel, Word, Project).
• Bilingual an asset.

OTHER DETAILS