At Genesis Vancouver, we strive to create the finest products and services for connoisseurs around the world and to make a positive difference to our Guest’s lives. The Genesis brand is defined by three core ideas: Audacious, Progressive, and Distinctly Korean. We believe in Delivering Exceptional both on and off the road. The Genesis Guest experience is guided by the philosophy of son-nim: everyone who visits Genesis is treated as an honoured Guest.
Genesis Vancouver is dedicated to creating a brand and company that embraces and reflects the diversity of Canadians.
The role of Genesis Experience Manager is unique within the automotive industry—equal parts luxury vehicle expert and luxury experience ambassador.
You will be the main point of contact for Guests throughout their Genesis Acquisition journey—from understanding their needs and preferences, to providing exceptional test drive and delivery experiences, to answering all product and finance related questions, and ensuring a warm transition to the Genesis Ownership team.
Genesis Experience Managers represent the pinnacle of professionalism and service excellence within the automotive industry.
- You are responsible for managing all aspects of your Guest’s acquisition of a New or Genesis Certified vehicle including:
- Promptly acknowledge and respond to all leads from the Genesis.ca and distributor websites, social media accounts, digital ads, telephone, email, and in-person enquiries
- Establish rapport with each Guest
- Record Guest details and preferences in Salesforce and use this knowledge to personalize the Guest experience
- Proactively maintain contact with Guests throughout the Acquisition experience according to their preferred method of contact
- Provide a test drive experience(s) according to the Guest’s preferences
- Transparently and promptly respond to all Guest questions regarding the vehicle, accessories, protection products, pricing, and financing
- Facilitate appraisal of the Guest’s trade-in vehicle if applicable
- Support and educate Guests interested in their first battery electric vehicle to ensure confidence with driving dynamics, home and public charging options, mobile apps, and cost of ownership advantages
- Ensure an exceptional vehicle delivery experience including the offer of a reconnect/second delivery appointment
- Provide your Guest with a comfortable, confidence-inspiring transition to the Genesis Ownership team
- You provide an elevated experience to each Guest consistent with Genesis Luxury Guest Experience Standards with emphasis on:
- Anticipating Guest needs
- Personalizing the experience based on Guest preferences
- Gracious and professional behaviour at every touchpoint
(in-person, digital or by telephone)
- Minimizing Guest inconvenience and time commitment
- Providing exceptional hospitality to visiting Guests
- Establishing a trusted advisor relationship with each Guest and maintaining it throughout the Ownership experience
- You maintain expert knowledge of all Genesis vehicles, technologies, services and programs including key competitive brands and models
- You may also be assigned additional responsibilities by your General Manager
Key Skills and qualifications
- You easily build rapport with Guests and colleagues across diverse ethnic, gender, and age groups
- You are a great listener with above-average verbal and written communication skills and the ability to adapt to different Guest personalities, styles, and motivations
- You are highly organized and can manage multiple priorities simultaneously
- You possess a hospitality and Guest service mindset
- You pay attention to the small details and understand why they matter to discerning Guests
- If you’ve had success in previous retail or hospitality roles that involve providing an exceptional Guest experience, this will be considered a strong asset
- You are a creative problem-solver with a willingness to go above and beyond the average, and with the patience and persistence to see it through
- You present yourself as a professional with impeccable personal care
- You have proficiency with software applications like Excel, Salesforce, Dealer Management Systems (DMS) and social media platforms—at a minimum, you are willing to learn and utilize these tools
- You are flexible working in multiple locations including onsite at the Genesis Retail Experience Centre and offsite at Guest home or office locations
- A post-secondary education or training certifications will be considered an asset, but are not a requirement
- You hold a valid driver’s license
- You hold a VSA automotive retail license or are willing to achieve it
Job Type: Full-time
Work Location: In person
