Area CX Manager

Kia India; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Kia India is seeking a professional to implement and monitor customer experience initiatives at dealerships in Bengaluru. Responsibilities include conducting sales process audits, analyzing SSI, and handling customer complaints effectively. The role demands strong organizational and analytical skills, along with the ability to coordinate regional campaigns and enhance customer engagement through digital channels. Join Kia India and contribute to an improved customer journey across our dealership network.

Responsibilities

• Implement CX Initiatives & CX programs at the dealership.
• Conduct Sales Process Audits at dealership to check process gaps.
• Analyze SSI and develop action plans in collaboration with dealers.
• Handle customer complaints and interpret feedback data.

Job description

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 and Customer Rewards program
• Implement key Digital Initiatives in the field like Dealer CRM, Virtual KEC etc
• 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.