National Manager, CRM & CX Data

General Summary

The National Manager of CRM and CX Data will identify the latest trends both within and outside of the automotive industry to effectively meet customer expectations. This position will have high visibility and the opportunity to work across many business units representing the customer journey. Core responsibilities include but are not limited to developing a strategic view of the customer journey and identifying ways to enhance the experience a customer has with the Kia brand. The role would also include the management of a cross-functional team to enhance and integrate back-end systems pertaining to the customer database.

Essential Duties and Responsibilities

Priority One – 25% of Time

• Create a CRM strategy on Kia’s acquisition, engagement and retention strategies, leveraging an integrated CX database which includes web behavior, marketing, sales, service, call center and connected car data. Supervise CRM operations and creation of an efficient and evolving customer lifecycle campaign program (online & offline) across prospecting, onboarding, retention and loyalty. Develop an omni channel strategy across all the customer touch points to seamlessly connect CX channels over the entire CX journey.

Priority Two – 25% of Time

• Lead the strategic development of innovative programs and partnerships supporting product launch and sustainment, with a focus on expanding market reach, accelerating lead generation, and strengthening customer loyalty. Oversee management of CRM leads to improve conversions to showroom visits and sales from handraisers, owners, former owners, and conquest customers. Review monthly results and tailor strategy to improve performance. 

Priority Three – 20% of Time

• Develop strategy for CX data utilization, leveraging the Customer Data Master (CDM) integrated database and Salesforce Customer Data Platform (CDP) to advance campaign personalization, predictive analytics, and targeted experiences that strengthen brand loyalty and conversion performance. 

Priority Four – 10% of Time

• Work cross-functionally with several departments, vendor partners, and Kia HQ to drive execution of personalized CRM strategy. Manage performance of vendor partners and influence/align internal stakeholders.

Priority Five – 10% of Time

• Develop channel strategy roadmap, annual business plan, investment/spend oversight, and ongoing executive reporting. Collaborate with National Manager of Digital Customer Experience to ensure cohesive department efforts and effective resource management.

Priority Six – 10% of Time

• Lead team growth, development, and performance.

This list of essential responsibilities and duties is not exhaustive and may be supplemented and changed as necessary by management.
 

Qualifications/Education

Education

• Bachelor’s degree or equivalent experience required.
• Master’s Degree preferred
   

Job Requirement

• 6-8 years in marketing strategy, CRM, customer experience, CX data, project management and/or business operations in Automotive and similar industries
• 5-7 years leading cross-functional teams across multiple business units.
• 3-5 years managing direct reports.
• 3-5 years Salesforce platform experience in CRM design/execution leveraging CX data 
• Experience with comprehensive customer database platform oversight preferred. 
• Excellent knowledge of industry CRM, CX and CX data benchmarks
• Ability to develop and implement departmental goals, objectives, metrics and procedures to achieve results.
• Demonstrated success in a fast-paced environment.
• Proactive and entrepreneurial leadership style
• Proven experience in developing consensus with internal and external stakeholders with business acumen and effective communication.

Other Requirements

• Physical Requirements: frequent sitting, hearing, talking, and use of vision. 
• 5-10% domestic and/or international travel.
• Job demands may include reading documents, detailed work, confidentiality, problem solving, language, reasoning skills, oral communication, written communication, customer contact, ability to effectively present information in one-on-one and small group situations to customers, vendors, and other employees, multiple concurrent tasks, ability to work with frequent interruptions, etc.
• Must be able to maintain focus and attention to detail in a fast-paced environment.
• Ability to analyze information and make sound decisions under time constraints.
• Problem-solving skills and the ability to work independently
• Must be able to respond to challenges with poise and agility.
• Ability to handle competing priorities effectively and with composure.
• Other duties as assigned.
   

Specialized Skills and Knowledge Required

• Demonstrated skills in collaboration, strategic thinking, and analytics, 
• Excellent written and verbal communication, interpersonal, and presentation skills.
• Effective organizational skills including attention to detail, planning, and managing multiple priorities.
• Strong strategic planning and leadership development skills
• Strong agency/vendor management skills
• Strong PC and Microsoft Office 365 skills
• Strong skills and experience in Salesforce platform or comparable CRM platforms
• Strong budget planning and management skills
• Ability to work well under pressure
• Ability to identify patterns and formulate solutions
• Strong ability to influence people to accept new ideas
• Strong analytical and negotiation skills
• Strong managerial skills and ability to lead a team