Location

Purpose

Senior Manager, Retail Process Improvement will provide in-dealership retail sales and process improvement tactics to assist dealers in achieving maximum customer satisfaction and retail sales levels, owner retention, dealer profitability and dealership employee commitment to the Hyundai Brand. Position’s primary responsibility will be retail process improvement as it relates to the entire sales process from initial contact through delivery, and sales to service hand-off. Position will also be responsible for ensuring regional and dealer implementation of all HMA Sales Process Improvement Initiatives, including but not limited to retailer workshops, seminars, live events and webinars. Position will support all elements of the retail sales experience as it relates to the Hyundai Purchase Index (“HPI”) survey and the annual JDPA Sales Satisfaction Survey (“SSI”), and play a supporting role in attaining maximum performance in the JDPA Initial Quality Survey (“IQS”).  Areas of focus will include elements that directly impact HMA HPI, JDPA SSI and IQS with the over-arching goals of customer satisfaction, owner retention and profitability. Position will also be responsible for the delivery and introduction training materials at new Hyundai dealer launch activities, which occur after Dealer Development actions such as a buy-sell or the opening of new points; will also be a resource responsible for follow-up with new Hyundai dealerships on an as needed basis. 

Major Responsibilities

~ Serves as an in-dealership retail process improvement  resource/consultant for all elements of the retail process, including the steps in the Hyundai Branded Sales Process, product knowledge, consulting, financial analysis, Finance and Insurance (F&I),  lead management, prospecting, negotiating, delivery and hand off to Service. 

~ Works closely with region/national to identify dealers with greatest deficiency in sales satisfaction, then develops a retail process improvement plan to address areas of greatest concern.

~ Serves as a resource to the region’s dealer network for questions pertaining to sales and retail process through ongoing dealer contacts.

~ Referencing Hyundai’s established sales process training resources, ensures maximum dealership implementation/participation in all of HMA’s sales training initiatives and programs, including web-based training, workshops and seminars, product events, etc.

Major Responsibilities (continued)

~ Support regional operations by implementation of learning programs for dealership personnel, with an emphasis on sales operations.  Collect best regional practices for launching new dealers, creating a standard for HMA and then utilize this standard through implementation company-wide.  Improves Hyundai Brand through implementing consistent “Sales Best Practices” across dealer network.

Authority

~ Requires a very high level of independent judgment since many of the decisions being made on a daily basis directly affect the HMA and dealer relationship.  

~ Must understand HMA’s business so as to help dealers understand why they’re not successful and recommend solutions. 

~ A knowledge base of corrective recommendations that can be shared between dealers without jeopardizing dealership relationships or place HMA in legal danger.

~ Internally, each RPI Manager is expected to use proper judgment in dealing with HMA employees, managing expenses, completing contact reports on a timely basis and in accordance with HMA policies.    

Education

Related Experience

~ Eight or more years of experience of which at least five years of directly related experience in a manufacturer Sales Department with demonstrated abilities in direct dealer contacts.

~ Three to five years of supervisory experience desired.

Skills/Knowledge

~ Excellent analytical skills

~ Excellent communication skills

~ Strong interpersonal skills and the ability to lead.

~ Excellent organizational skills

~ Excellent time management skills

~ QMF query ability

~ Strong computer skills – Microsoft Office, Word, Excel, PowerPoint, Access, and Outlook.

Certification Required

~ N/A

Physical Requirements

Work Model

Compensation

Benefits

Benefits include healthcare insurance (medical/prescription, dental, vision), 401(k) company match, a quarterly employer enhanced contribution, basic life insurance, short- and long-term disability, employee assistance program (work/life balance programs and confidential counseling), expert medical services (provider referrals, second opinion), business travel accident insurance, health advocacy (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits), annual discretionary bonus, accrued vacation pay, company provided sick pay, vehicle lease program (monthly fee includes insurance and maintenance).