Area Manager Customer Experience For North Regional Office

Kia India; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Kia India is seeking a Customer Experience leader to implement CX initiatives across Indian dealerships, enforce SOPs, and drive audits and improvement plans. The role focuses on leveraging dealer data, coordinating regional campaigns, and enhancing digital engagement like the My Kia App.

You will recruit CCMs and ensure strong CX across networks. The position requires strategic collaboration with dealers, data-driven decision making, and oversight of CX teams to elevate customer satisfaction

Qualifications

• B.Tech./B.E. or MBA from a recognized university.
• Experience in customer experience initiatives at dealerships.
• Experience enforcing SOPs at dealerships.
• Strong data analysis and action-planning skills.
• Experience coordinating campaigns and digital initiatives.
• Ability to recruit and onboard CCMs.
• Familiarity with Dealer CRM and digital tools.

Responsibilities

• Implement CX initiatives at dealerships across India.
• Enforce SOPs at dealerships for consistent sales processes.
• Conduct Sales Process Audits to identify gaps.
• Analyze SSI data and develop improvement plans with dealers.
• Analyze PSI findings and craft dealer actions.
• Manage dealer sales complaints using feedback data.
• Develop and track Customer Experience Improvement Plans.
• Support recruitment and onboarding of CCMs.
• Assess manpower needs for CCEs, hostesses, and staff.
• Coordinate regional Salesforce campaigns network-wide.
• Promote My Kia App registrations and rewards participation.
• Implement Dealer CRM and Virtual KEC in the field.
• Improve customer data quality across networks.
• Monitor Sales Exit Interviews and report findings.
• Oversee Dealer CX team performance.
• Lead customer meetings to gather feedback on programs.

Skills

Customer Experience

SOP Enforcement

Data Analysis

Campaign Coordination

Stakeholder Management

Digital Initiatives

Communication

Education

B.Tech./B.E. or MBA

Tools

Dealer CRM

Virtual KEC

My Kia App

Job description

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.

Roles and Responsibilities

• Implement Customer Experience (CX) initiatives and programs at dealerships across India to elevate customer satisfaction.
• Enforce Sales Standard Operating Procedures (SOPs) at dealerships ensuring consistent and effective sales processes.
• Conduct comprehensive Sales Process Audits to identify gaps and improve dealership performance.
• Analyze Sales Satisfaction Index (SSI) data and collaborate with dealers to develop actionable improvement plans.
• Evaluate Product Satisfaction Index (PSI) findings and formulate dealer-specific action strategies.
• Manage and resolve sales customer complaints across assigned dealerships, utilizing customer feedback and survey data for continuous improvement.
• Manage and resolve sales customer complaints across assigned dealerships, utilizing customer feedback and survey data for continuous improvement.
• Develop and implement Customer Experience Improvement Action Plans, tracking their progress.
• Support the recruitment and onboarding of Sales Customer Care Managers (CCMs).
• Assess manpower requirements for key roles, including Customer Care Executives (CCEs), hostesses, and support staff.
• Coordinate regional Salesforce campaigns by driving network-wide engagement and execution.
• Promote customer engagement via digital platforms by increasing My Kia App registrations and participation in Customer Rewards programs.
• Implement key digital tools and initiatives in the field such as Dealer CRM and Virtual KEC.
• Enhance the quality and accuracy of customer data across dealership networks.
• Monitor and report findings from Sales Exit Interviews.
• Oversee and review the performance of Dealer CX teams to ensure high standards.

• Prepare and lead customer meetings to gather feedback on new programs and initiatives.

Educational Qualification: B.Tech./B.E. or MBA from a recognized university/institution.