Director, Customer Journey
Company: Kia USA
Location: Irvine
Posted on: April 5, 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 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. 35%
2nd 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. 25% 3rd 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. 20% 4th Website Management: Take lead on
Customer Journey initiative to redesign customer engagement in
driving traffic to the website and enhancing the online experience.
10% 5th 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. 10% Education/Certification Bachelor's degree or
equivalent work experience required Master's degree desirable
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) Strong
verbal communication skills 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
Competencies 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 Equal Employment
Opportunities 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, Communications, Marketing
Communications, Direct Marketing, Management, Automotive,
Marketing
Keywords: Kia USA, Irvine , Director, Customer Journey, Executive , Irvine, California
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