Lifetime Automotive Jobs in Riverside, CA (NOW HIRING)

General Summary

The National Manager, Service Loyalty & Retention is responsible for leading Kia America's service customer retention, loyalty, ownership experience, and dealership profitability initiative. This position develops and executes national strategies that improve customer satisfaction, increase service retention, strengthen brand loyalty, and drive long-term fixed operations growth.

This role influences cross-functional business decisions across Corporate, Regional, Field, and Dealer organizations to create differentiated ownership experience and maximize customer lifetime value. The position partners closely with stakeholders throughout Kia America to improve customer engagement across the entire ownership lifecycle, including sales-to-service transitions, digital ownership platforms, and emerging customer experience technologies.

The role supports the Director, Service Operations, in driving business performance in five key areas:1) Service Loyalty and Retention; 2) Customer Experience and Ownership Journey; 3) Aftersales Business Development; 4) Operational Excellence and Dealer Performance; 5) Customer Analytics and Insights. The National Manager is responsible for developing strategic initiatives, driving execution, measuring results, and ensuring sustainable adoption throughout the Kia dealer network.

The role provides strategic leadership to corporate staff, regional teams, dealers, and vendor partners to ensure consistent execution of customer experience, loyalty, and business development programs nationwide. The position has overall responsibility for program development, business case creation, Executive Approval Decks (EADs), implementation, performance monitoring, and continuous improvement initiatives supporting Service Operations objectives. Success is measured through key business metrics including customer satisfaction (NPS), service retention, service lane utilization, loyalty performance, dealership profitability, customer engagement, and ownership experience outcomes.

Essential Duties and Responsibilities

Priority One - 25%

Service Loyalty & Retention Strategy

• Develop and execute national service retention and loyalty strategies that increase customer lifetime value, improve ownership experiences, and strengthen long-term relationships between Kia customers and retailers.
• Develop business cases, executive approval documents, and strategic recommendations supporting department objectives.
• Drive alignment between Corporate, Field, and Dealer organizations to achieve retention and loyalty goals.

Priority Two - 25%

Customer Experience & Ownership Journey

• Lead the development and execution of customer experience strategies that support a Tier-1 ownership experience throughout the customer lifecycle.
• Identify opportunities to improve customer touchpoints across the ownership journey, including sales-to-service transitions, service scheduling, dealership interactions, Kia Connect, Owner's Portal, and emerging digital customer platforms.
• Lead initiatives supporting ownership experiences for Kia's expanding electrified vehicle portfolio.

Priority Three - 25%

Aftersales Business Development & Program Management

• Lead the successful design, implementation, execution, and sustainment of aftersales business development programs that improve dealer profitability and operational performance.
• Oversee initiatives including Service Elite, Service Lane Technology, Express Service, Prepaid Maintenance, service capacity expansion, and future business growth opportunities.
• Manage vendor relationships and program partners to ensure effective delivery of business objectives.
  Partner with Sales, Marketing, Customer Satisfaction, Parts, Kia University, Customer Care, and other stakeholders to drive program success.

Priority Four -15%

Performance Analytics & Field Execution

• Lead the analysis of customer, dealer, and operational performance data to identify opportunities and drive business results.
• Work closely with Regional and District teams to improve underperforming markets, districts, and dealers.
• Benchmark Kia performance against industry competitors and emerging best practices.

Priority Five - 10%

Leadership, Organizational Development & Resource Management

• Provide leadership, coaching, and resource management to achieve annual business objectives and foster organizational excellence.
• Manage departmental budgets, vendor contracts, and resources to ensure efficient utilization and achievement of business objectives.
• Support succession planning and development of future leaders within the department.

Qualifications/Education

• Bachelor's degree or equivalent experience required.
• Master's Degree in Business or relevant field a plus.

Job Requirement

Specialized Skills and Knowledge Required