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Manager, Customer Communications & Governance
Manager, Customer Communications & GovernanceHyundai Motor America • Fountain Valley, CA, US
Manager, Customer Communications & Governance

Manager, Customer Communications & Governance

Hyundai Motor America • Fountain Valley, CA, US
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At Hyundai, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.

It’s time you rethink what you expect from an employer.

At Hyundai, we understand you're not just building a career – you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.

Location

NHQ

Purpose

  • Support the execution and management of comprehensive corporate strategy at the Hyundai brand level for all communications with Hyundai’s customers to maximize customer acquisition, retention, and profitability. This position will be the voice of the customer and an advocate of their needs. Responsible for supporting the development of the customer strategy by focusing on Customer Data, Customer Value and Insight and the optimum Customer Experience.
  • Provide strategic support in Data and Customer Communication Governance to ensure compliance with any legislations involving personal information.

Major Responsibilities

Customer Data / Insight :

  • Maintain deep knowledge on the Company’s Customer Master Data Quality Solution (CMDQS) and Customer VIN Analytics database.
  • Improve customer data quality and integrity including the support of data or business rules troubleshooting.
  • Actively contribute to the development of business rules for customer data flow and prioritization including customer data capture, customer master file management, and customer data usage.
  • Maintain deep knowledge on the available customer data in the Company’s ecosystem and use it to promote broader and deeper business use.
  • Develop good understanding of customer behavior through customer data insight.  Proactively engage business units with this understanding to help them elevate customer communication effectiveness.
  • Compile business units’ data needs, prioritize it and develop / execute a feasible action plan to fulfill it.

    • ​​​​​​​

    Customer Communication :

  • Maintain and promote the robust use of : Enterprise-wide Customer Communication Journey Maps for each brand.
  • Enterprise-wide Customer Touchpoint Management Guide for each brand.
  • Monitor the customer one-stop preference center and implement improvement actions.
  • Infuse new ideas, trends and solutions from vendors and publications to enhance customer communication.
  • Maintain working knowledge of key customer communication programs and processes e.g. lead nurturing, conquest marketing, owner marketing, customer relationship marketing.
  • Help coordinate, align, and enhance enterprise communications and touchpoints.
  • Provide the teams that define and document the operational customer journeys with enterprise-wide maps and customer data business rules to enable the business units to optimize customer engagement and ensure compliance with customer data privacy and other related regulations, standards, and best practices.
  • Contribute to the Department of Customer Management’s Biweekly Enterprise Workshops.
  • Support the business units in the design / redesign of their customer communication touchpoints.

    • Major Responsibilities (continued)

    Governance :

  • Oversee the Department of Customer Management’s PriSMA administration process.
  • Support Privacy Office to implement regulatory compliance on customer data and communications.
  • Support the development and deployment of customer privacy strategies.
  • Support the Company’s Consumer Privacy Request Management program.
  • Champion data protection, compliance, and Privacy Office initiatives as applicable to Hyundai business processes and systems.
  • Maintain deep knowledge on State privacy laws (e.g. CPRA), Telephone Consumer Protection Act, Do Not Call, CAN-SPAM and other similar statutes from the business perspective and ensure technology partners implement and comply to the required law and guidelines.
  • Partner with Privacy on any consumer privacy and security issues.

    • ​​​​​​​​​​​​​​

    Leadership / Other :

  • Use advanced knowledge to provide effective on-the-job guidance to department’s contractor team.
  • Collaborate with key business stakeholders including business units, Privacy Office, HAEA, Customer Experience, and vendors to achieve desired objectives.
  • Exercise discretion and actively contribute and support any strategic / innovation projects.
  • Lead by example to help achieve the Company and department vision.

    • Authority

  • This position has common manager-level authority defined by HMA HR / Finance policy.
  • Employment decision-making abilities in designated area of responsibility.

    • Education

    ~ Must be a high school graduate

    ~ Bachelor’s degree preferred

    ~ MBA is a plus

    Related Experience

  • Six or more years of relevant professional experience.
  • Three or more years of database marketing and customer journey experience required.
  • Three or more years of customer data / communication governance experience required.
  • Five or more years of automotive or automotive-adjacent experience a plus.
  • Creative agency and / or vendor experience a plus.
  • Three or more years of experience at the managerial level a plus.

    • Skills / Knowledge

  • Heavy emphasis on the following skills :

    • Interpersonal relationship.

  • Influence without authority.
  • Planning / prioritization.
  • Strong time management.
  • Critical / analytical thinking.
  • Effective in extremely fast paced & lean organization.
  • Ability / passion to learn quickly.
  • Strong communication skills (written, oral, visual).
  • Leadership / strong ownership of assignments & responsibilities.
  • Effective computer & software skills (Word, Excel, PowerPoint, Visio).

    • Certification

  • N / A.

    • Physical Requirements

    Normal office duties

    Overnight travel required

    Work Model

    #LI-Hybrid (60% Onsite / 40% Remote)

    Affiliate

    #Hyundai

    Compensation

    $86,800.00 - $124,000.00 Annual

    Benefits

  • Monthly Hyundai / Genesis vehicle lease allowance (including insurance and maintenance)
  • Holiday Pay - the company shuts down with pay between Christmas and New Years.
  • Vacation and sick time off
  • Healthcare insurance (medical, dental, and vision)
  • 401(K) company match
  • Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution
  • Basic life insurance, short- and long-term disability
  • Mental health, wellbeing, and employee assistance program
  • Health advocate (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits)
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