Area CX Manager

Kia India; Bengaluru; Sur place; INR 500 000 - 800 000; Plein temps

Résumé du poste

Kia India in Bengaluru invites a Customer Experience professional to drive CX initiatives at our dealership network, implement SOPs for sales, and conduct process audits to close gaps.

You will analyze SSI/PSI data, address customer complaints, monitor improvement actions, and support CCM recruitment while coordinating regional campaigns and promoting My Kia App to boost engagement.

Strong analytical, communication, and MS Office skills are essential.

Qualifications

• Analytical thinking and data interpretation are required.
• Strong communication and presentation abilities.
• MS Office proficiency for reporting.

Responsabilités

• 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.

Connaissances

Analytical Skills

Excellent communication skills

Presentation Skills

MS Office

Description du poste

• 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


• ncrease customer engagement through digital channels by promoting My Kia App registration &

Job Description

• 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


• ncrease 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.

Analytical Skills & Excellent communication skills ,Presentation Skills ,Proficient in MS office