Sr. Dealer Experience Manager

About the role

This role leads dealer experience programs and initiatives, with responsibility for the design, development, implementation, communication, and ongoing management of a structured and impactful dealer evaluation program for KDEP (Kia Dealer Excellence Program) within the KUS market.

Responsibilities

• Prioritize one: CX DEALER EXPERIENCE MEASUREMENT – SALES & SERVICE
  Lead Customer Satisfaction (CS) programs, tools, and scorecards to measure and improve dealer sales and service performance across the ownership lifecycle.
  Conduct department health checks, support Service Operations metrics, and partner with Sales Operations and Retail Development to implement an integrated dealer performance framework.
  Collaborate with Legal and Finance to ensure compliance and drive program enhancements.

• Prioritize two: DEALER EVALUATION PROGRAM (RE) DEVELOPMENT & IMPLEMENTATION
  Lead the design, deployment, and annual execution of dealer evaluation programs.
  Define program requirements, KPIs, methodologies, and performance targets while aligning HQ frameworks with market needs.
  Manage reporting tools, communications, dealer audits, data validation, budgets, and award programs.
  Ensure consistent execution and measurable dealer performance improvement.

• Prioritize three: IN-DEALER CX STRATEGIES AND EXPERIENCES
  Lead initiatives, tools, and technologies that enhance the in-dealer customer experience across sales and service.
  Develop implementation, communication, and training strategies while serving as the SME for dealer experience programs.
  Partner with Sales Operations, Service Operations, and Kia University to drive adoption and results.

• Prioritize four: OFFLINE CHANNEL PROGRAMS
  Drive dealer focus on SSI/CSI performance goals through reporting, performance insights, stakeholder communication, and continuous improvement initiatives.
  Represent the team in internal and external forums.

• Prioritize five: CUSTOMER EXPERIENCE FOCUS
  Analyze industry trends and dealer benchmarks to identify best practices and improvement opportunities.
  Deliver performance insights and recommendations to support dealer and customer experience initiatives.
  Communicating program updates and progress to key stakeholders.

Qualifications

• Bachelor’s degree required. Master’s degree a plus
• Minimum 5-10 years’ experience in the automotive industry
• Minimum 5-10 years’ experience in project management, strategy, and/or customer experience
• In depth knowledge of the automotive business in the United States at both the dealer level and the OEM level, particularly in terms of the dealership experience
• Experience developing and operating a successful dealer evaluation program
• Extensive experience selecting and managing vendors, designing and building operational tools, and gaining consensus among various teams/groups
• Strong understanding of automotive dealer facilities, business operations, and branding with experience in dealer evaluations, customer experience, and business management
• Strong background in automotive franchise laws and knowledge of legal limitations
• Experience developing, implementing, and setting KPI’s, creating business plans, and developing procedures for providing effective and efficient results
• Excellent knowledge and recognition of industry benchmarks
• Demonstrated success in a fast paced, high workload environment
• Demonstrated skills in collaboration, strategic thinking, analytics, written and verbal communications, organization, attention to detail, planning and innovation

Specialized Skills And Knowledge

• Excellent communication skills, both written and verbal
• Excellent project management skills
• Excellent Analytical and research skills
• Strong focus on customer experience
• Innovation and creativity to design network strategies that improve customer journey
• Ability to lead groups and be decisive
• Proven skills in developing consensus with internal and external stakeholders via focused communication
• Collaborative skills to accept and incorporate ideas into strategies
• Strong innovative thinking, strategic planning & leadership development skills
• Ability to maintain the utmost confidentiality on all matters
• Strong PC Skills: Microsoft Office Tools: Word, Excel, Power Point, PowerBI and Office 365

Physical Requirements

• Ability to sit or stand for extended periods and perform routine office tasks
• 5-10% of (domestic and/or international) travel