Area CX Manager

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.

Work arrangement
No