Kia India - Area Customer Experience Manager

Role & responsibilities:

- Implement CX Initiatives & CX programs at the dealership

- Implementation of Sales Standard Operating Processes at Dealership

- Conduct Sales Process Audits at dealership to check process gaps

- Analyze SSI and develop action plans in collaboration with dealers.

- Analyze PSI and formulate dealer action plans based on findings.

- Sales customer complaint Handling for the defined set of dealerships. Collect, analyze, and interpret customer

feedback, surveys, and complaint data

- Implement and monitor Customer experience Improvement Action Plans.

- Support the recruitment of Sales Customer Care Managers (CCM)

- Assess manpower availability for key roles, including CCEs, hostesses, and other support functions.

- Coordinate for regional Salesforce campaigns by initiating actions across network

- Increase customer engagement through digital channels by promoting My Kia App registration & Customer Rewards program

- Implement key Digital Initiatives in the field like Dealer CRM, Virtual KEC etc

- Improve customer data quality across dealerships

- Track and report on Sales Exit Interviews.

- Review the performance of Dealer CX Teams.

- Prepare for and execute Customer Meetings and gather feedback on new programs.

Preferred candidate profile:

Candidate must have exposure in handling channel sales in Four wheeler passenger cars OEM.