Head of Section, Digital Customer Experience

Based in Leatherhead, Surrey (Please check commute before applying)

Competitive Salary, Company Car, Private Medical Insurance, Hybrid Working (3 days office/2 days home), Office Lunch Allowance, 25 Days Holidays plus Bank holidays with option to buy/sell, Group Income Protection, Pension 6% Matched, Free Parking, Free Car Charging, Great Flexible Benefits including Dental, Access to ECS Car Scheme and access to Hyundai Sponsored events!

Job Purpose

The Head of Section, Digital Customer Experience is a pivotal member of the team working across the organisation to deliver a best-in-class, frictionless and optimised digital experience for our customers to drive conversion and increase customer retention by leveraging Hyundai’s digital ecosystem (including key platforms, reporting and CRM).

In this role you will lead the digital platform operations and liaise with the Digital Transformation and Infrastructure team on all future developments of Hyundai’s digital customer experience on all key platforms. You will oversee the end-to-end sales CRM, as well as lead management and reporting. The primary objectives are to drive customer engagement, optimise customer experience and increase conversion as well as contributing to the retention of our customers. 

Key Responsibilities

• Define and implement the Hyundai marketing digital customer experience strategy across all customer journey touchpoints
• Own and drive the strategy for the end-to-end sales CRM programme
• Leverage internal relationships to drive an articulate, justified and holistic full-funnel digital customer experience (from awareness to retention)
• Work closely with the Digital Transformation and Infrastructure team on the development of key Hyundai customer-facing platforms including the national and retailer websites, ecommerce platforms, used car locator, vehicle configurator and MyHyundai
• Own the Hyundai customer database including acquisition, cleansing, profiling, and communications
• Set out a clear and concise measurement framework such that experiments can run, succeed, and fail rapidly, and those learnings are shared across the wider team
• Provide engaging and visible leadership to build and grow a high performing team, ensuring team members feel empowered to do their jobs effectively.

Person Specification

• Working knowledge and experience of managing a marketing database, integration with website and email marketing systems (Siebel experience desirable)
• Development and implementation of CRM strategies with proven success in customer retention
• Knowledge and awareness of data protection regulations and implementing organisational policies (Expert knowledge of Data Protection Regulation desirable)
• Digital project management experience with ecommerce experience desirable
• Very strong analytical skills with focus on Excel
• Great understanding of various advertising and reporting platforms 
• Significant experience of web analytics and an understanding of HTML (desirable)
• Digital/Media agency management experience
• Strong communication skills with an ability to build bridges between technical and non-technical staff 
• Ability to influence and guide stakeholders at all levels of seniority
• Strong organisational skills, with an ability to prioritise
• Proven ability to problem-solve and find innovative solutions to challenges
• Advanced Microsoft PowerPoint, Word and Excel skill