Sr. Customer Relationship Manager

Job description

"Reporting to the Manager, Service and Parts Marketing, the Sr. Customer Relationship Manager leads Kia America's aftersales customer relationship management and owner retention strategy, driving initiatives that improve service retention, customer lifetime value, dealer engagement, parts and accessory sales, and overall dealer profitability. The role establishes strategic priorities, retention marketing frameworks, and dealer-focused programs that support Service Operations business objectives and enhance the ownership experience.

The position is responsible for the strategic direction, execution, optimization, and performance of the Kia Owner Retention Experience (KORE) program and related CRM initiatives. This includes leadership of agency partners, CRM platforms, customer communications, and retention marketing programs across the dealer network. The role leverages customer insights, business performance data, and analytics to monitor key CRM performance metrics, evaluate campaign effectiveness, identify growth opportunities, and drive continuous improvement.

As a key business leader, this position influences and partners with cross-functional internal and external stakeholders, including agency partners, CRM platform providers, field teams, Customer Experience, Connected Car, Legal, and dealer-facing organizations to align customer retention strategies with enterprise objectives. The role is accountable for programs that drive owner retention, dealership service traffic, dealer marketing participation, customer loyalty, and aftersales revenue growth while maximizing the effectiveness of team resources and marketing investments."