Manager Customer Experience Acquisition (All genders welcome)
Join the movement and find new inspiration.
We have an exciting opportunity as:
Manager Customer Experience Acquisition (All genders welcome)
in the Customer Experience Strategy and Solutions department at the Kia Europe Headquarters in Frankfurt/Main, Germany
Lead the ideation and execution of initiatives that drive growth across the sales funnel, collaborating with the entire organisation.
Enhance, develop, define, and standardize the individual customer acquisition process amongst all customer touchpoints (online and offline) for all departments in line with the Kia’s overarching customer experience strategy.
Drive and ensure individual customer acquisition process from all departments are in line with the overarching customer experience strategy.
Evaluate and design customer acquisition journeys to ensure the experience is simple, intuitive, and integrated from the moment someone visits Kia's website or Kia's dealerships until they complete a transaction.
Continuously monitor KPI's along the acquisition journeys to identify gaps, pain points and address improvements.
Stay abreast of the latest trends in digital and physical retail experiences to suggest new ways to delight and engage future Kia customers
Evaluate and develop existing on- and offline customer journeys, identifying opportunities for improvement.
Design new journeys to meet customer needs and/or business requirements, notably on the mobility and financial services space.
Leveraging the CRM data landscape, develop an integrated sales funnel measurement tool and define consistent and actionable KPIs
Create guidelines for the different departments and markets to develop and implement solutions and processes.
Measure and Develop
Drive the implementation of the acquisition CX strategy to ensure the conversion from site visitors (online and offline) to buyers
Use reports and insights to continuously monitor customer satisfaction metrics (Sales NPS, NCBS, and other studies), identify pain points, and respond to changing customer needs throughout the acquisition lifecycle by proposing corrective actions.
Constantly monitor and leverage sales funnel KPIs to identify leaks and propose improvements to deliver a superior experience and increased conversions.
Enhance or develop the offline sales journey at the point of sale to ensure it aligned with the Kia Brand, and Kia CX principles.
Assist Kia’s CRM team to build personalized consumer journeys throughout the online/offline funnel to increase conversion and improve customer engagement.
Integrate the offline and online sales experience to deliver an omnichannel experience. Example. Test drive management, pre-delivery process and communication.
Work with remarketing department to integrate used car business into purchasing tools.
Work with Kia Financial partners to assess existing and future products and propose intuitive and simple solutions to embed them into the sales customer journey.
Deliver ready to go guidelines to be distributed to departments and markets alike to realize a coherent customer acquisition process for all areas in touch with individual customers.
Secure all individual Kia EU departments are following CX developed recommended process for acquisition.
Hold departments and product owners within Kia to account for completing the agreed actions within a given timescales.
Minimum of 5 years’ experience in acquisition and/or subscription process across different channels and touch points
Understanding of sales funnel behaviour and processes across the automotive industry desired, but not mandatory
Analytical skills to be able to translate data into actionable insights.
Experience in working with future customer trends and with international, cross-functional projects.
Visionary thinking with strong self-motivation
Capability to understand customer needs within the entire acquisition process both on and offline
Ability to drive international projects with good presentation skills
Good computer skills (MS-Office) especially excel and power point.
Great planner with capability to “deliver” within deadlines
Able to manage resistances and oppositions, finding solutions within the constrictions
Dynamic, self-motivated with great level of originality
Highly adaptable, flexible and able to deal positively with uncertainty.
Fluent in English (written and spoken); an additional European language constitutes an advantage
Who are we?
Kia is a global mobility brand with a vision to create sustainable mobility solutions for consumers, communities, and societies around the world. Founded in 1944, Kia has been building motorcycles, cars and trucks for more than 75 years.
Kia is now spearheading the popularization of electrified and battery electric vehicles, developing a growing range of mobility services while encouraging millions of people to explore the best ways of getting around. Our brand slogan – ‘Movement that inspires’ – reflects our commitment to inspire consumers through our products and services.
Kia Europe is the European sales and manufacturing arm of Kia Corporation. From our headquarters in Frankfurt, Germany, we lead 39 markets across Europe and the Caucasus, employing more than 5,500 persons, including about 3,500 blue collar workers in our state of the art car plant in Zilina, Slovakia.
Our headquarter is home to 37 different nationalities and this diversity is truly inspiring! This means that every day at Kia is an opportunity to learn something new and to grow personally and professionally. The mix of ambitious and dynamic employees from all over the world is the fuel to our success. Do you have what it takes to join our team? We are looking forward to getting to know you!
You will enjoy working with us if you like these things:
A pulsating international environment. Our workforce is composed of people from 37 nations
Playing an active and important part in the development of Kia in Europe.
Developing new frameworks and solutions
Demanding challenges to which you can creatively contribute
A competitive compensation package; private leasing offer; systematic off and on-the-job training, free staff restaurant, support as concerns Health Management and more
If you’re interested to become part of our Kia team, please apply via our online portal. We are looking forward to getting to know you.