HCUK CRM and Retention Manager

Hyundai Capital UK Ltd is a joint venture operating under Hyundai Finance Kia Finance and Genesis Finance brands offering funding solutions to retailers and consumers.

Job Purpose

Reporting into the Marketing Director the key purpose of thisrole is to deliver an effective on brandintegratedend-to-end customercommunicationand retention strategy forKiaFinancesuch that the contribution from existing customers towardsnew car sales is maximised.

Key Accountabilities

• GeneralStrategic Align with the HCUK companyobjectivesto develop and deliver the specific retention strategy and supporting plans to achieve agreed goals andobjectives. Continuallychampionand drive the dialogue aroundcustomerloyalty at all levels to ensure both the importance and opportunity are well understood andconsidered. Use data and empirical evidence to support the rationale. Readily share progress and status updates with multiple stakeholders asappropriate.

• Planning & budgetary Control Contribute to the departmental annual activity plan outlining timings and high- level deliverables based on the strategicobjectivesestablishedfor the role. Deliver the agreed plan in line with the prescribed budget through on-going review and monitoring of costs.

• Stakeholder engagement Establish a soundandsynergisticworking relationship with all key stakeholders includingKiaUKHCUK SCUKKiaEurope HyundaiCapitalEuropeand HCS Koreaand the wider franchise networkto deliverobjectivesand shareandbenefitfrom best practice.

• Customer relationship management (CRM)As part ofanoverall CRM strategyestablishtheoptimalcontact points and specific communication content (mailemailandSMS) for delivery through the HCUK leadmanagement withOEM and dealer partners to complement the overall customer experience.

• KPIs & Management information Analyse developpublishandpresent KPIs and management information associated with customer retention ensuring themethodologyis clear consistent and key areas are covered and theirimpact fully understood including such variables as; early settlement behaviourproductandmodelmigrationand powertrain migration.

• Retention Campaign Development Work with OEM partner to develop and deliver tactical lead focused campaigns which maximise the sales contribution from existing vehicle launches and the migration to AFV(Alternatively FuelledVehicles).

• Supplier Management & System Development Responsiblefor3rdpartysupplierrelationshipswhichsupporttheoverallCRM the development roadmapscope of work and beta testing for system adhering to HCUK policies and procedures.

• Coaching & Training Work with OEM partner and Sales Directors to develop training content which supports the HCUK Sales Team and franchise staff with the skills needed tooperatea successful retention process league tablesidentifyand have astrategy to help improve the lower performersreach the levelsof the best performers.

• Branding & Visual Identity EnsureallcommunicationmaterialisproducedinlinewithHCSCorporate Identify and brand guidelines.

• Data led insight & continuous improvement Working with artificial intelligence and machine learning specialists as well as internal sources of management informationestablishan on-going data orientated review process to continually improve and refine how we approach customers the Who when and with what move from a segmented approach to individual personalisation.

• People Management Line management of one direct report and accountable for settingobjectives managing performancecoachingandongoingdevelopment.

• Risk & ComplianceIn line with the companys risk and compliance statement of responsibility andobjectivesidentifyrisks incidents and breachesin accordance withcompany policies and department procedures. Ensure all activity including personal data usage advertising and communication content are compliant from a legal regulatory and business perspective.

• OtherCarry out any other tasksfrom timeto time asmayreasonably berequested and to support the widerMarketing function in the delivery of itsobjectives.

Key Competencies

• Planning: Mustbecapableofdevelopingcoherenthigh-level(strategic)plansaswellas detailed project/programme level plans.

• Communication: Mustpossessgoodwrittenandverbalcommunicationskillsandbeabletoeffectivelycommunicatewithandpresenttobothinternalandexternalstakeholdersacrossallbusinesslevels.

• Teamwork: Must be an excellent team player able toestablishstrong working relationships with stakeholders colleagues and business partners.

• Time Management: Must display sound time management skills by delivering activity within prescribedtimeframesthrough the effective prioritisation of actions across multiple projects and on-going programmes.

• Influencing and Negotiating Skills: Mustbeabletoengagewithinternalandexternalstakeholderstoreach mutually beneficial business outcomes.

Giventhescopeofthispositionitisessentialthatthejobholdercandemonstratethefollowingexperience:

• Significant marketing experience and will be well versed incustomer communication (via DMEmailandSMS) relationship management and retention activity

• Candemonstrateanin depth understanding and experience of trade cycle management at both theoretical and tactical campaign level

• Has ideally worked within motor related financial services or as a minimum workedwithinanenvironment where both B-2-C and B-2-B marketing activity took place

• Has worked in an organisation where multiple stakeholder management was common or where exposure to an international as well as domestic business operation existed

• Canextractanalyseandinterpret sourcedata tobuildandsupportcompelling actionable insightand business cases.

• Canmanage3rdpartyagency& supplierrelationshipstodriveoptimalserviceandvalue

• Can produce sound working documentation and presentations including business caseproposals and requirements briefs and presentations

• Has an appreciation of legal regulatory and compliance issues relating to the use of customer data and is familiar with the principles encapsulated within the FCAs Consumer Credit Source book (CONC) and wider principles of business

• Hastheappropriatelevelofeducationorprofessionalmarketingrelatedqualifications

• HCUK employees are currently hybrid working working from home / office. HCUKs head office is in Reigate a minimum of 2 days per week office attendance isrequired.

• This role requiresregular attendance to the OEM partner head officeat Kia UKWalton-on-Thames.

• EU Internationalas well as domestic travelwilloccasionallybe necessary

The quickest way to apply for this role is by applying directly through our website:Careers Join the Team Hyundai Capital UK

• Competitive base salary depending upon experience range of 57000 to 63000.

• Eligibility for annual bonus up to 15%

• Annual cash car allowance 6000

• 30 days holiday per annum plus bank holidays with flexible holiday options and additional leave after five years.

• Company pension scheme with generous employer contributions.

• Company sponsored individual private medical healthcare insurance

• Additional family lifestyle and health-related benefits including death in service income protection discounted voluntary healthcare plans employee car scheme employee assistance program and enhanced family-friendly policies.

• Click herefor more details of our company benefits.