Ownership Experience Operations Manager - 1 year Contract

Hyundai Motor Company; Frankfurt; Hybrid; EUR 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

Hybrid working policy

Learning & development opportunities

Car sharing and lease mobility program

Complimentary daily lunch at canteen

Fitness facility access

International working environment

Zusammenfassung

Hyundai Motor Company is seeking an Ownership Experience Operations Manager to translate CX strategy into practical day‑to‑day operations. You will oversee CX across all customer touchpoints and ensure consistent execution of CX standards across markets.

You will monitor KPIs such as NPS, FRFT, and VOC while driving alignment with regional teams. The role involves identifying gaps, leading continuous improvements, and supporting new product/digital launches in a highly international environment.

Qualifikationen

• Bachelor’s degree in Economics, Business, Marketing, or related field.
• 7–10 years of relevant experience in market research, automotive, or aftersales.
• Strong project, market and vendor management.
• MS Office proficiency, especially Excel and PowerPoint.
• Experience with data analysis software and VOC tools.
• Experience with KPIs like NPS, VOC, and retention.
• Strong operational and process management mindset.

Aufgaben

• Translate CX strategy into day‑to‑day operations across marks to deliver consistent customer experience.
• Monitor and report CX KPIs (NPS, FRFT) with actionable insights across markets.
• Drive alignment with Regional and Market teams on CX action plans.
• Identify operational gaps and lead continuous improvement across CX processes.
• Define and optimize CX processes, tools, and data governance for consistency and scale.
• Collaborate cross-functionally to enhance satisfaction, loyalty, and retention; support product and digital launches.

Kenntnisse

NPS tracking

Market alignment

Data analysis

MS Excel

PowerPoint

VOC tools

Stakeholder mgmt

English communication

Ausbildung

Bachelor's degree in Economics/Business/Marketing

Tools

Excel

PowerPoint

SPSS

Medallia

Jobbeschreibung

As the Ownership Experience Operations Manager (m/w/d), you will translate the CX strategy into effective day-to-day operations, ensuring that processes, systems, and teams across markes consistently deliver a high-quality customer experience. You will oversee CX operations across all customer touchpoints, drive the consistent execution of CX standards, and ensure strong alignment and operational excellence across markets.

We want you to:

• Monitor and report key CX KPIs (e.g., NPS, FRFT), ensuring transparency and delivering actionable insights across markets
• Drive alignment with Regional and Market teams on CX action plans, enabling consistent customer-centric execution
• Identify operational gaps and lead continuous improvement initiatives across CX processes
• Define, standardize and optimize CX processes, tools, and data governance to ensure consistency, scalability and operational excellence
• Collaborate cross-functionally (Sales, Aftersales, Marketing, Dealer Network Development and Markets) to enhance customer satisfaction, loyalty, and retention, while
• supporting new product and digital service launches (e.g., apps, connectivity)

About you:

• Bachelor’s degree or equivalent in Economics, Business, Marketing, or a related field.
• 7–10 years of relevant experience, ideally within market research, automotive, aftersales processes, or a related field.
• Strong affinity with project, market, and vendor management.
• Solid expertise in MS Office applications, especially Excel and PowerPoint.
• Ideally, experience with data analysis software and customer insight tools such as SPSS, mTAB, Medallia, or other VOC tools.
• Experience working with KPIs such as NPS, VOC, and retention metrics.
• Strong operational and process management mindset.
• Solid understanding of customer service, sales, aftersales, and dealership environments.
• Ability to translate strategy into effective operational actions.
• Good understanding of customer care and social media channels.
• Strong stakeholder management skills with a clear focus on execution.
• Excellent communication skills, with a collaborative and goal-oriented approach.
• Strong analytical and conceptual capabilities, with the ability to turn insights into actions.

We offer:

• A competitive salary and benefits package
• Flexible working hours and a hybrid working policy
• Continued learning and professional development
• Car sharing and lease mobility program
• Complimentary daily lunch at our canteen and subsidized breakfast options
• Complimentary fitness facility and the opportunity to join various sporting clubs
• Highly international working environment