Senior Manager, Customer Experience

Only Hyundai Auto Canada Corp. team members may apply as an internal candidate. Team members currently employed at other Hyundai subsidiaries are welcome to apply to open positions as an external candidate. Hyundai Auto Canada Corp. is located in the heart of Markham, Ontario, and is a subsidiary of the esteemed Hyundai Motor Company of Korea. We are also a thriving hub of innovation, automotive excellence, and sheer driving passion. Our journey at Hyundai Canada takes us across the entire spectrum of automobiles, from subcompacts to luxurious premium sedans and the adventurous world of sport utility and crossovers. But we're about more than just cars. We're about crafting an exceptional experience that goes beyond the road. Here at Hyundai Canada, we don't just hire team members; we embrace a team of individuals who are the driving force behind our growth and our unique culture. We're a dynamic, fast-paced environment where each day unfolds with fresh opportunities and exciting challenges. Our award-winning culture thrives on innovation, the exchange of new ideas, and a relentless pursuit of pushing boundaries. WHAT YOU WILL DO The Senior Manager, Customer Experience is a pivotal leadership role responsible for driving excellence in customer satisfaction across sales and service operations at Hyundai. This position leads the field team in developing and executing strategies that enhance key performance metrics such as Sales & Service NPS & KPIs, service retention and service department KPIs, and dealership process improvements. The role oversees the implementation and continuous improvement of Sales and Service Signature programs, ensuring all initiatives align with industry-leading standards. Key duties include mentoring and developing the field team, collaborating with cross-functional groups (CX, Parts, Aftersales), and leveraging external industry insights to keep processes ahead of market trends. HOW WILL YOU MAKE AN IMPACT Develop a strategic roadmap for the Field to improve key metrics, such as NPS, CORe KPIs, Service Retention, Service Capacity, and overall improvement in dealership service department processes. Develop, implement and maintain all aspects of the Sales and Service Signature processes and programs related to achieving an industry leading customer experience. Train, develop and mentor field team (sales CX, service CX and parts & service processes) as needed in any aspect of their work to ensure sound decision-making and objectives achievement. Collaborates with the CX Team, Parts Team and Aftersales Team to set and communicate priorities for the District Managers Aftersales and Assistant Zone Managers – Aftersales. Leads regular meetings and communications for DMAs, ZCXMs, DSMs and AZMs. Optimize ZCXM role for greater impact. Use external industry knowledge and relationships to ensure the Sales and Service processes remain ahead of market trends. Assist National Manager, Customer Experience, in developing the annual CX Improvement strategy. Assist National Manager, Customer Experience, in developing the strategic KPIs for CORe, Signature, DSOM, and dealership reviews. Manage the Customer Experience survey process and reporting system for all sales and service transactions Develop and measure annual CSI targets. Communicate with executive management on CX results, issues, and action measures. Effectively communicate and review objectives with a monthly scorecard. Coordinate with other internal departments’ efforts to improve the customer experience. Activate field team to solve escalated customer cases. Provide guidance and review of Trade Assists. Manage Dealer Case Management (DCMs) to ensure proper documentation and closures (support from the VOC department on reporting and quality). Assist National Manager, Customer Experience in identifying required support for field team pertaining to training, tools, and communication. Schedule and lead field team meetings. Aid the AZMs in scheduling onboarding for new field reps to ensure proper introductions, processes, and knowledge is available to provide successful transitions. Build and communicate an annual calendar of events to share with the field team. Visit each Zone office a minimum of once per year. Ability to manage, implement and achieve ad hoc tasks. WHAT YOU WILL BRING TO THE ROLE Completion of an undergraduate degree or an equivalent combination of experience and education 10 or more years of relevant experience in same or similar role Demonstrated strong initiative, excellent judgment, and the ability to work both independently and collaboratively. Expert knowledge of dealership operations. Excellent oral and written communication skills. Excellent project management skills. Excellent analytical skills and creative thinking ability. Leadership skills and ability to manage and coach both internal and external contacts. Knowledge of customer retention strategies and a strong understanding of survey analytics. Strong proficiency in MS Office suite of products (Powerpoint, Excel, Word, Project). Bilingual an asset. OTHER DETAILS This posting is for an existing vacancy. Hiring Range: $112,500 - $148,000 The actual base salary offered is determined based on the successful candidate's relevant experience, skills, and competencies and considers internal equity. Starting salary is typically offered in the lower to mid portion of the range, with placement determined by the successful candidate’s skills, experience, and internal equity considerations. Candidates with exceptional qualifications and directly relevant experience may be considered for compensation up to the maximum of the range. WHAT HYUNDAI CANADA CAN OFFER YOU • Be part of an Award-Winning Culture • Access Comprehensive Health and Dental Coverage from Day One, including up to $2,500 in Mental Wellness Benefits • Take Advantage of RRSP Matching • Participate in an Exclusive Car Leasing Program • Benefit from Flexible Start Times • Receive Competitive Paid Time Off • Explore Career Growth, Mentoring, and Tuition Support Opportunities • Celebrate Every Contribution and Career Milestone Through Our Internal Recognition Platform and Programs • Get Enhanced Maternity and Parental Leave Top-Up • Enjoy an Onsite Cafeteria and Game Room at our Markham Office • Opportunity for a Discretionary Annual Bonus Program WHAT HAPPENS NEXT Candidates will be reviewed on or before October 9, 2026. STILL INTERESTED? WHY NOT APPLY? If you are excited about this role, the automotive industry, or Hyundai Canada, why not apply? Even if you don’t meet every item listed above, or if you have never worked in automotive, we would love to hear from you. The secret to our recruitment success, real humans are reviewing resumes. There are no bots or algorithms in our process, so why not give it try and let us get to know you? We are committed to providing employees with an experience that will help them grow and develop professionally. Ideal candidates are self-starters, team players and thrive in a dynamic environment. If you are looking to build your career with a growing organization where you can use your knowledge, skills and talents, consider joining our team. Hyundai Auto Canada Corp. is committed to being an equal opportunity employer. We are also committed to meeting the needs of people with disabilities and their accessibility requirements. If you require accommodation during the interview process, please let us know and we will take all reasonable steps required to meet your accessibility requirements. We thank all applicants for their interest; only candidates selected to proceed in the recruitment process will be contacted.