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.