Hyundai Motor America (HMA) has formed a new division combining retail and aftersales, and appointed Michael Poirier as its vice-president. Poirier moves to the role from Hyundai Motor Canada where he held a similar position as director of customer experience and aftersales.
Hyundai said it had combined customer experience (CX) with aftersales to streamline its CX efforts and increase efficiency. Poirier will oversee dealership training and customer satisfaction for sales and service on the retail side. On the aftersales side he will oversee dealer service programmes and operations, parts and accessory sales, owner marketing, technical assistance, and warranty administration. He will also oversee logistics.
Dave VandeLinde, who was the previous vice-president of aftersales at Hyundai Motor America, recently retired from the company.
“In support of our Customer Experience strategy, today we are announcing a new division – After-Sales & Customer Experience – to be effective December 11, 2023,” said the company. “This realignment within the HMA organisation will streamline our CX efforts and increase efficiency, managing critical operations related to delivering on the retail customer journey. Additionally, Mr Poirier will oversee logistics as well.”
Prior to working at Hyundai Motor Canada, Poirier was at IA Dealer Services for a couple of years following more than 16 years at GM of Canada, where he worked across a range of managerial roles, including being national manager for accessories. He brings a wealth of experience in incorporated leadership, strategic planning, financial analysis, sales, distribution, marketing, promotional activities, and retail dealership experience, according to Hyundai.
“Michel joins Hyundai Motor America from Hyundai Auto Canada where he was able to deliver great results growing the parts and accessories business and improving customer satisfaction leading their customer experience and aftersales team there,” said Randy Parker, CEO, Hyundai Motor America. “He will add immense value to this newly structured team at Hyundai with his 30-plus years of experience in the automotive industry.”