Head of Customer Experience & Field Operations

Hyundai motor group; Markham; On-site; CAD 113,000 - 148,000; Full time

Benefits offered by this job

Award-winning culture

Health and dental coverage (Day One)

RRSP matching

Car leasing program

Flexible start times

Competitive PTO

Tuition support opportunities

Onsite cafeteria and game room

Discretionary annual bonus program

Job summary

Hyundai Auto Canada Corp. in Markham, Ontario, seeks a Senior Manager of Customer Experience to drive excellence across sales and service operations.

You will lead a field team, develop strategies to enhance NPS, retention, and process improvements, and ensure the Sales and Service Signature programs meet top-tier standards. You will mentor the field team, collaborate with CX, Parts and Aftersales, and leverage industry insights to stay ahead of market trends.

Qualifications

• Undergraduate degree required.
• 10+ years of CX leadership experience.
• Strong initiative and sound judgment; able to work independently and with teams.
• Expert knowledge of dealership operations.
• Excellent communication and project management skills.
• Bilingual an asset.

Responsibilities

• Develop a strategic roadmap for the field to improve key metrics (NPS, KPIs, service retention).
• Lead the Sales and Service Signature programs and related CX initiatives.
• Mentor and develop field team across CX, Parts, and Aftersales.
• Collaborate with CX, Parts, and Aftersales to set priorities for District/Zone managers.
• Convene regular meetings and communicate progress to leadership.
• Use external industry insights to keep processes ahead of market trends.

Skills

Leadership

Cross-functional leadership

CX management

Strategic planning

MS Office

Education

Bachelor's degree

Tools

MS Office

Job description

Hyundai Auto Canada Corp. in Markham, Ontario, seeks a Senior Manager of Customer Experience to drive excellence across sales and service operations.

You will lead a field team, develop strategies to enhance NPS, retention, and process improvements, and ensure the Sales and Service Signature programs meet top-tier standards. You will mentor the field team, collaborate with CX, Parts and Aftersales, and leverage industry insights to stay ahead of market trends.