Role Summary:

The Customer Experience Manager is responsible for driving, monitoring, and continuously improving the Hyundai customer experience across both Sales and Aftersales. 
The role owns key customer experience performance areas, including HCX (Hyundai Customer Experience), Mystery Shopping, customer satisfaction, customer journey development, and customer-facing process excellence. 
The position serves as the primary point of contact for Hyundai's future external Customer Contact Center and ensures that customer interactions are delivered in line with Hyundai standards and business objectives. The role works closely with internal stakeholders, retailers, and regional functions to identify improvement opportunities and implement actions that enhance customer satisfaction, loyalty, and operational performance. 

Key Responsibilities:

Customer Experience Management
•    Own and manage Hyundai Customer Experience (HCX) performance across Sales and Aftersales.
•    Monitor and analyze customer satisfaction results, identifying trends, risks, and improvement opportunities.
•    Develop and implement customer experience improvement initiatives in collaboration with retailers and internal stakeholders.
•    Drive customer-centric culture and best practices throughout the Hyundai network.
•    Ensure customer experience activities are aligned with Hyundai's strategic objectives.

Mystery Shopping Program Management
•    Own and manage Hyundai's Mystery Shopping programs for both Sales and Service.
•    Analyze and communicate performance results to retailers and internal stakeholders.
•    Develop improvement plans and follow-up actions based on identified gaps.
•    Monitor implementation and progress of corrective actions.
•    Provide management reporting and recommendations based on performance outcomes.

Customer Journey & Process Development
•    Own and continuously improve customer-facing sales and aftersales processes.
•    Ensure customer journey standards are implemented and consistently followed throughout the network.
•    Identify process improvement opportunities through customer feedback, performance metrics, and operational insights.
•    Develop and maintain customer journey documentation, standards, and process guidelines.
•    Support digital customer experience initiatives and process enhancements.

External Customer Contact Center Management
•    Act as Hyundai's primary contact for the external customer contact center provider.
•    Monitor service quality, performance, customer satisfaction, and operational KPIs.
•    Conduct regular business reviews and performance follow-ups with the provider.
•    Ensure customer handling standards, training requirements, and escalation processes are maintained.
•    Drive continuous improvement initiatives to optimize customer interactions and service delivery.

Customer Insights & Performance Reporting
•    Collect, analyse, and report customer experience data from multiple sources, including HCX, Mystery Shopping, surveys, complaints, and retailer feedback.
•    Create and maintain relevant dashboards and management reports.
•    Present findings, recommendations, and action plans to management and stakeholders.
•    Support business decisions through customer insight analysis and performance monitoring.

Stakeholder & Retailer Management
•    Act as Hyundai's representative in customer experience-related matters toward retailers and business partners.
•    Collaborate closely with Sales, Aftersales, Marketing, Training, and regional Hyundai organizations.
•    Support retailers in understanding, improving, and achieving customer experience targets.
•    Ensure clear communication and alignment across all customer experience initiatives.

Education, Experience, Knowledge & Skills:

•    University degree in Business, Marketing, Customer Experience, or related field, or equivalent experience.
•    Proven experience in Customer Experience, Customer Service, Aftersales, Retail Operations, or Process Management.
•    Experience managing customer satisfaction programs and performance monitoring.
•    Strong analytical and reporting skills with the ability to convert insights into actions.
•    Experience in stakeholder management and cross-functional collaboration.
•    Strong project management and process improvement capabilities.
•    Excellent communication and presentation skills.
•    Fluent English, Swedish is preferable
•    Very good knowledge of Microsoft Office and CRM systems such as Salesforce etc

Job Competencies:

•    Strong customer-centric mindset.
•    Analytical and data-driven decision-making.
•    Excellent stakeholder management skills.
•    Strong communication and influencing ability.
•    Structured and process-oriented approach.
•    Continuous improvement mindset.
•    Ability to manage multiple priorities and projects simultaneously.
•    High level of accountability and ownership.

What we offer:

Culture: A role in an international comapany with great collueges.
Wellness Allowance: An annual wellness contribution to promote health and well-being.
Additional Paid Leave: Five extra vacation days per year, in addition to the statutory holiday entitlement.
Annual Bonus: Eligibility for a yearly performance-based bonus.
Occupational Pension: A high-quality pension solution designed to ensure long-term financial stability.
Enhanced Insurance Coverage: Comprehensive insurance that exceeds standard offerings.
Office Refreshments: Enjoy fresh fruit, snacks, coffee, and tea available daily at the office.