Area CX Manager

Kia India; Kolkata District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Kia India is seeking an Area Manager Customer Experience for the East Regional Office to lead CX initiatives at the dealership level, strengthen customer journeys, and drive data-driven improvements across the network.

The role requires leadership, analytical thinking, and expertise in CRM tools to enhance digital engagement and customer loyalty through programs like My Kia App and rewards, with close collaboration across regional teams.

Qualifications

• Experience leading CX initiatives in dealership networks.
• Strong leadership and team-management abilities.
• Analytical mindset with ability to derive insights from customer data.
• Strategic planning to improve customer journeys and CX KPIs.
• Exposure to CRM tools and digital engagement platforms.

Responsibilities

• Implement CX initiatives and programs at the dealership network.
• Implement Sales Standard Operating Processes at dealerships.
• Conduct Sales Process Audits to identify gaps.
• Analyze SSI and develop action plans with dealers.
• Analyze PSI and formulate dealer action plans.
• Handle sales customer complaints and collect feedback data.
• Implement and monitor customer experience improvement plans.
• Support recruitment of Sales Customer Care Managers.
• Assess manpower for roles including CCEs and hosts.
• Coordinate regional Salesforce campaigns across network.
• Promote My Kia App registration and customer rewards programs.
• Implement digital initiatives like Dealer CRM and Virtual KEC.
• Improve data quality across dealerships and track exit interviews.
• Review performance of Dealer CX Teams and report outcomes.

Skills

Customer-Centric Mindset

Leadership

Technology & CRM Tools

Team Management

Analytical Skills

Strategic Thinking

Tools

CRM Tools

Salesforce

Job description

Area Manager Customer Experience for East Regional Office

Customer-Centric Mindset, Leadership, Technology & CRM Tools, Team Management, Analytical Skills & Strategic Thinking

Roles & 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.