Director, Customer Journey
Company: Kia Motors America
Location: Irvine
Posted on: February 22, 2021
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Job Description:
At Kia, we're creating award-winning products and redefining
what value means in the automotive industry. It takes a special
group of individuals to do what we do, and we do it together. Our
culture is fast-paced, collaborative, and innovative. Our people
thrive on thinking differently and challenging the status quo. We
are creating something special here, a culture of learning and
opportunity, where you can help Kia achieve big things and most
importantly, feel passionate and connected to your work every day.
Kia provides team members with competitive benefits including
premium paid medical, dental and vision coverage for you and your
dependents, 401(k) plan matching of 100% up to 6% of the salary
deferral, and time off starting at 14 days per year. Kia also
offers company lease and purchase programs, company-wide holiday
shutdown, paid volunteer hours, and premium lifestyle amenities at
our corporate campus in Irvine, California. Status Exempt Summary
The Director, Customer Journey will oversee Kia Motors America's
Customer Relationship Management (CRM) initiatives by overseeing
all direct-to-customer vehicle marketing communications and
operations, Kia.com, and new website innovation by utilizing
industry tools, analyses marketing program effectiveness and best
practice and benchmarks. This position will be the primary liaison
for all Kia CRM efforts including but not limited to working with
Parts Marketing, Consumer Affairs and Hyundai Capital. This role
will provide guidance and direction to agency partners, vendors,
budget oversight and processes as necessary to meet business
objectives and maximize return on Kia's retail marketing, website
innovation, and analytics investments. Develop and utilize
analytics to drive website strategies and program improvements.
Major Responsibilities Priority Major Responsibility 1st ---35%
CRM:--
Oversee new vehicle direct marketing communications (online &
offline) to Kia owners and targeted prospects as well as oversee
internet brand generated leads and various program initiatives. 2nd
---25% CRM:--
Represent Marketing in overall KMA Customer Experience Group and
participate in brand at retail enhancement efforts, including
customer experience marketing projects and implementation of new
retail sales and service processes when it relates to marketing.
3rd ---20% Website Management:
Lead kia.com website analytics to measure, track and optimize
website program effectiveness and ROI and coordinate with KMC to
ensure improvements to website systems and tools are benchmarked
and are leveraging best practices. 4th ---10% Website
Management:
Take lead on Customer Journey initiative to redesign customer
engagement in driving traffic to the website and enhancing the
online experience. 5th ---10% Website Management:
Lead New Website Technologies for KMA to enhance kia.com experience
and in driving lower funnel activities and oversee kia.com and all
its programs and activities to launch and sustain products, and
promote on going sales activities. Education/Certification
Bachelor's degree or equivalent work experience required Overall
Experience 15+ years' experience in Marketing, Advertising or
Graphic Design at corporate or agency side required. 10+ years'
experience in CRM programs experience required, automotive specific
experience highly desired. 5+ years' experience in leading and/or
managing digital marketing activities; experience developing and
optimizing web and mobile based platforms strongly desired as is
experience overseeing paid and owned digital/social platforms and
tools required. Directly Related Experience Must have extensive
experience with Adobe Creative Suite. Must have thorough
understanding of marketing strategies and digital operations. Must
have solid understanding of the enterprise lead management systems
environment. Must be able to demonstrate history of driving
cultural change, innovation and growth through brand recognition
and customer locality initiatives. Skills Strong project management
and organizational skills -- Strong strategic planning & leadership
development skills PC skills including Microsoft Word, Excel, Power
Point Adobe Creative Suite (Photoshop and/or Illustrator) Ability
to multi-task, juggle competing demands, prioritize and work with
other team members at all levels within the company. Strong
interpersonal skills Self-motivated CHALLENGE - Solving Complex
Problems COLLABORATION - Building and Supporting Teams CUSTOMER -
Serving Customers GLOBALITY - Showing Community and Social
Responsibility PEOPLE - Interacting with People at Different Levels
Adapting to Change Communicating Effectively Delivering High
Quality Work Entrepreneurial Thinking Managing Resources Developing
Talent Driving Continuous Improvement Inspiring and Motivating
Others Managing Risk Setting a Strategic Vision KMA provides equal
employment opportunities (EEO) to all employees and applicants for
employment without regard to race, color, religion, ancestry,
national origin, sex, including pregnancy and childbirth and
related medical conditions, gender, gender identity, gender
expression, age, legally protected physical disability or mental
disability, legally protected medical condition, marital status,
sexual orientation, family care or medical leave status, protected
veteran or military status, genetic information or any other
characteristic protected by applicable law. KMA complies with
applicable law governing non-discrimination in employment in every
location in which KMA has offices. The KMA EEO policy applies to
all areas of employment, including recruitment, hiring, training,
promotion, compensation, benefits, discipline, termination and all
other privileges, terms and conditions of employment. Disclaimer:
The above information on this job description has been designed to
indicate the general nature and level of work performed by
employees within this classification and for this position. It is
not designed to contain or be interpreted as a comprehensive
inventory of all duties, responsibilities, and qualifications
required of employees assigned to this job.
Job Segment: Manager, Advertising, Communications, Marketing
Communications, Management, Automotive, Marketing
Keywords: Kia Motors America, Irvine , Director, Customer Journey, Executive , Irvine, California
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