Director of Customer Journey/CRM (Relocation Available)

Location: Irvine, California | Job #:606 | Category: Marketing- Management

SUMMARY

The Director, Customer Journey will oversee our clients Customer Relationship Management (CRM) initiatives by overseeing all direct-to-customer vehicle marketing communications and operations, 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 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 retail marketing, website innovation, and analytics investments. Develop and utilize analytics to drive website strategies and program improvements.

           

MAJOR RESPONSIBILITY

Priority

Major Responsibility

%

1st

CRM: 
Oversee new vehicle direct marketing communications (online & offline) to automotive 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 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 website experience and in driving lower funnel activities and oversee website and all its programs and activities to launch and sustain products, and promote on going sales activities.

10%

PERSONALLY PERFORMED DUTIES

CRM:

  • Oversee the management of efforts in positioning of each model to create new or update of existing CRM content.
  • Work closely with Manager, Marketing Operations on yearly strategy for each new product launch as well as work closely with Sales department on sales events program strategy, launch and execution.
  • Oversee CRM budget within all KMA corporate guidelines
  • Oversee the development of the annual and ad hoc CRM marketing strategies & plans for models as directed
  • Oversee Retail Lead Management and digital sales performance metrics.
  • Act as primary liaison for all CRM efforts with various internal department and vendor / agency partners.  
  • Provide guidance and direction to agency partners, vendors, budget oversight and processes as necessary to meet business objectives and deadlines.

      Website Management:

  • Take lead on Customer Journey initiative to redesign customer engagement in driving traffic to the website and enhancing the online experience.
  • Guide and inspire future innovation across KMA Marketing and identify opportunities to test and adopt emerging/evolving technologies to increase consumer engagement with and purchase consideration for the brand and vehicles
  • Oversee website management and the future state of the website as it progresses through the Global Website redesign.
  • Oversee Enterprise Lead Management and digital performance metrics.
  • In charge of digital enabled consumer journey strategy for the company that connects key online and offline touch points for a seamless vehicle shopping and ownership experience (digital based media, digital channels, platforms and shopping and loyalty interactions) 

JOB REQUIREMENTS

Education:

    • Bachelor’s degree or equivalent work experience required
    • Master’s degree desirable

Overall Related Experience:

  • 15+ years’ experience in Marketing, Advertising or Graphic Design at corporate or agency side required.
  • 10+ years’ experience in CRM programs experience required
  • 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 working knowledge of 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.

COMPETENCIES

Planning & Organizing:

    • Adequately applies and effectively distributes ideas and material resources by clarifying the priorities, activity sequences, and planning of projects/tasks

Customer Focus:

    • Clearly recognizes both internal and external customers and the impact that task performance could have on them

Problem Solving:

    • Clearly defines the contents and characteristics of a problem; searching for rational procedures and approaches in order to propose the best problem-solving solutions

Communication:

    • Communicates with high skills of professionalism and clarity within internal or external forums, and is inspiring to internal and external resources and teams.

Teamwork:

    • Demonstrating respect for co-workers and creating a working environment of cooperation and teamwork by sharing and working together to accomplish tasks

SKILLS

    • Strong project management skills
    • Strong strategic planning & leadership development skills
    • Accomplished PC skills including Microsoft Word, Excel, Power Point
    • Adobe Creative Suite including but not limited to InDesign, Photoshop, and Dreamweaver
    • Strong verbal communication skills
    • Strong multi-tasking skills
    • Strong interpersonal skills
    • Self-motivated

PROBLEM SOLVING/DECISION MAKING

This individual must have a full and complete knowledge of the company’s objectives, its operations and its obstacles.  This individual must address issues that affect retail marketing plans, and communicate recommended solutions to top management.  This individual is often required to develop strategies and execute tactics when necessary and must have excellent problem-solving skills.

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