Service Innovation Programme Manager

Field Based

The Service Innovation Programme Manager oversees the end-to-end lifecycle of key Aftersales products, programmes and commercial platforms, from market research and positioning through development, implementation, deployment and continuous improvement across Hyundai and Genesis retailer networks and associated channels. Working collaboratively with HMUK and GMUK teams, retailers, global affiliates and third-party providers, the role delivers a best-in-class digital suite of aftersales solutions that supports long-term service sustainability and strategic objectives. The role also manages supplier performance, contracts, tenders, cost centres and service delivery benchmarks, while maintaining and enhancing third-party platforms to ensure effective data integration, submissions and API connectivity across HMUK’s and GMUK’s digital ecosystems.

We want you to:

• Lead the strategy, planning, deployment, performance monitoring and lifecycle management of Aftersales products and programmes, ensuring continued customer, retailer and business value across Hyundai and Genesis networks.
• Conduct market research and analyse industry trends, customer needs and emerging technologies to identify opportunities that strengthen HMUK and GMUK's leadership in digital aftersales solutions.
• Support the integration, optimisation and continuous enhancement of omnichannel aftersales solutions, including recurring revenue products, service subscriptions, service plans, connected car services (myHyundai/myGenesis, Bluelink/GCS), DMS platforms, online service booking, workshop automation and other third-party systems.
• Champion customer-centric digital innovation, developing products and services that enhance the ownership experience, increase retention and support long-term customer loyalty.
• Support retailer training, change management and adoption initiatives, maximising engagement, utilisation and programme effectiveness across the Hyundai and Genesis retailer networks.
• Manage strategic supplier relationships, ensuring alignment with programme objectives through KPI management, governance, tender processes, contract management and the delivery of agreed business outcomes.
• Manage programme budgets and evaluate commercial performance, ensuring investments deliver measurable business benefits, revenue growth and return on investment.
• Collaborate with Hyundai and Genesis global and regional markets to share best practice, support international digital initiatives and contribute to the strategic direction of HMUK and GMUK's aftersales business.
• Build and maintain strong relationships with internal departments, retailer partners, global affiliates and third-party providers, fostering collaboration and driving successful programme delivery.
• Drive retailer participation in Hyundai and Genesis aftersales programmes, increasing service retention, programme adoption and overall network performance.
• Prepare and present executive-level business cases, reports, performance insights and presentations to senior stakeholders, including Executive Board audiences, supporting strategic decision-making and continuous improvement.
• Own and maintain content within the ACE (Aftersales Commercial Engine) retailer portal, ensuring information remains accurate, relevant and aligned to business objectives.
• Support retailer onboarding, field team initiatives and broader aftersales operations, including programme launches, retailer engagement activities, performance improvement programmes and business continuity requirements.
• Support the DPSM field team with launch activities and analysis.
• Provide aftersales support during holiday/sickness cover as required by line management.
• Create high-quality presentations for internal meetings, including Executive Board-level discussions.
• Deliver office-based and aftersales support functions as needed to maintain operational continuity.

About you:

• Strong customer service orientation
• Ability to travel to retailer and partner provider locations as required
• Strong project, organisational, prioritisation and planning skills
• Problem solver; able to work under own initiative to find solutions to queries
• Self-starter who has ability to operate under pressure and to tight deadlines
• Digitally articulate / numerate / PC literate with Microsoft packages such as Power BI and especially Excel to intermediate standards
• Efficient time management
• Team player with great flexibility and willingness to learn
• Effectively influence, engage, and communicate with a diverse range of stakeholders within the retailer network and HMUK, in a variety of business settings
• Enjoy a dynamic work environment and embrace/influence innovative ideas and change
• Ability to identify, understand and impart tangible business improvements
• Ability to positively represent HMUK with retailers, partner providers and wider audiences as required
• A practical and comprehensive level of commercial awareness with strong analytical skills
• Good organisational skills with an ability to priorities and adapt, sometimes at short notice
• Ability to manage your own time/diary aligned with business priorities

Rewards and Benefits

• Competitive Salary & Benefits Package
• Company Car
• Private Medical Insurance
• Pension 6% Matched
• 25 Days Holidays plus Bank holidays with option to buy/sell
• Group Income Protection & Life Assurance
• Flexible Benefits & Retail Discount
• Access to Hyundai & Genesis Sponsored events 
• Access to Employee Car Scheme (once passed probation)