Area CX Manager (ACXM)

About KIA India

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.

Education: