[기아] Area CX Manager (ACXM) 채용

기아; India; On-site; INR 1,000,000 - 1,700,000; Full time

Job summary

KIA India is seeking a CX Manager to lead customer experience initiatives across its dealer network in Mumbai and nationwide. The role focuses on enforcing SOPs, conducting audits, and turning SSI/PSI insights into decisive dealer actions.

The ideal candidate offers 4–10 years in CX or related sales operations, analytical and communication strengths, and proficiency with MS Office. This position is based in India and involves travel across dealerships.

Qualifications

• Education: B.Tech/BE/Diploma or Graduate degree.
• Strong analytical and communication skills.
• Proficiency in MS Office and documentation.
• Experience in CX or sales operations is desirable.

Responsibilities

• Implement CX initiatives and programs at dealerships across India to elevate customer satisfaction.
• Enforce Sales SOPs at dealerships ensuring consistent and effective sales processes.
• Conduct Sales Process Audits to identify gaps and improve dealership performance.
• Analyze SSI data and collaborate with dealers to develop actionable improvement plans.
• Evaluate PSI findings and formulate dealer-specific action strategies.
• Manage and resolve sales customer complaints across assigned dealerships, using feedback for improvement.
• Develop and implement Customer Experience Improvement Action Plans, tracking progress.
• Support recruitment and onboarding of Sales CCMs.
• Assess manpower requirements for key roles including 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 Rewards programs.
• Implement digital tools 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.

Skills

Analytical Skills

Communication Skills

Presentation Skills

MS Office

Action Plan

Education

B.Tech /BE /Diploma/ Graduate

Job description

Job DescriptionAbout KIA IndiaKIA India is a leading automobile manufacturer dedicated to providing innovative, stylish, and high-quality vehicles tailored for the Indian market. Since its entry into India, KIA has quickly become one of the fastest-growing automotive brands, known for its strong focus on customer satisfaction, cutting-edge technology, and robust after-sales service. KIA India is committed to delivering exceptional customer experiences through continuous innovation, digital transformation, and a wide-reaching dealership network across the country.Key ResponsibilitiesImplement 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.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.Education: B.Tech /BE /Diploma/ Graduate Skills RequiredAnalytical Skills, Communication Skills, Presentation Skills, MS Office, action planLocationMumbai, Maharashtra, IndiaYears Of Experience4 to 10 years

KIA India is a leading automobile manufacturer dedicated to providing innovative, stylish, and high-quality vehicles tailored for the Indian market. Since its entry into India, KIA has quickly become one of the fastest-growing automotive brands, known for its strong focus on customer satisfaction, cutting-edge technology, and robust after-sales service. KIA India is committed to delivering exceptional customer experiences through continuous innovation, digital transformation, and a wide-reaching dealership network across the country.

Key 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.

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.

Skills Required

Analytical Skills, Communication Skills, Presentation Skills, MS Office, action plan

Location

Years Of Experience

4 to 10 years