Head of Service Loyalty & Ownership Experience

Kia America; Irvine (CA); On-site; USD 140,000 - 195,000; Full time

Benefits offered by this job

Health benefits

Premium medical/dental/vision coverage

401(k) matching

Paid time off

Vehicle lease program

Holiday shutdown

Job summary

Kia America is seeking a National Manager, Service Loyalty & Retention, to lead nationwide service retention, loyalty, and ownership experience initiatives. This role partners across Corporate, Regional, Field, and Dealer organizations to improve customer engagement throughout the ownership lifecycle, including digital platforms and evolving customer technologies.

Responsibilities include developing strategic initiatives, driving execution, and measuring outcomes such as NPS, loyalty, and

Qualifications

• Bachelor’s degree or equivalent experience required.
• Master’s Degree in Business or relevant field a plus.
• 6-8 years’ experience in the automotive industry, retail and/or corporate required.
• 6+ years’ experience in field service management and/or dealer contact experience with an OEM preferred.
• Strong cross-functional leadership and stakeholder management abilities.

Responsibilities

• Develop and oversee Kia America’s Service Loyalty & Retention strategy, annual business plans, objectives, and budget.
• Establish measurable performance targets and monitor achievement of key customer experience, retention, loyalty, and profitability metrics.
• Lead development and execution of initiatives designed to improve dealership service capacity, operational efficiency, and customer satisfaction.
• Manage the Service Elite program and associated retailer performance initiatives for dealer employee engagement and retention.
• Oversee implementation and sustainment of Service Lane Technology, Express Service, Prepaid Maintenance, and future business development programs.
• Monitor dealer performance and partner with Field teams to develop action plans for performance improvement.

Skills

Strategic leadership

Customer loyalty

Analytics

Cross-functional collaboration

Vendor management

Project management

Executive communication

Education

Bachelor’s degree or equivalent experience

Master’s degree a plus

Tools

Microsoft Office

Data analysis tools

Job description

Kia America is seeking a National Manager, Service Loyalty & Retention, to lead nationwide service retention, loyalty, and ownership experience initiatives. This role partners across Corporate, Regional, Field, and Dealer organizations to improve customer engagement throughout the ownership lifecycle, including digital platforms and evolving customer technologies.

Responsibilities include developing strategic initiatives, driving execution, and measuring outcomes such as NPS, loyalty, and