Regional CX General Manager - North Region

Job Description

Job Purpose: To lead and oversee the Customer Experience (CX) and Aftersales (AFS) functions across the North Region, ensuring effective implementation of strategies that drive superior customer satisfaction, enhance dealer profitability, and optimize overall service network performance for Kia India. Key Responsibilities: Regional Leadership & Team Management Oversee the AFS Regional Office and regional CX team to implement CX and Aftersales strategies across the region. Regularly review team performance, ensure manpower availability, manage attrition, and lead retention programs. Conduct regular performance reviews and provide guidance to ensure effective implementation of Kia India's CX strategies. Performance Monitoring & Improvement Monitor and drive regional performance against CX, AFS, and CX training KPIs. Guide the team to identify challenges and implement corrective/improvement actions promptly. Prepare and submit monthly regional reports highlighting CX, AFS, and training performance, challenges, and opportunities. Stakeholder Collaboration Collaborate with Head Office and other regional stakeholders to align and optimize Aftersales and customer experience initiatives. Lead regional reviews and Dealer Principal (DP) meetings for smooth execution of CX strategy. Strategy & Program Implementation Drive successful execution of digital CX programs and strategies within the region. Lead benchmarking efforts to align regional practices with industry best standards. Direct the execution of the CX training strategy for continuous upskilling of regional teams. Service Network & Dealer Management Oversee Service Network planning, expansion, and dealer criticality reviews to ensure high customer satisfaction and business performance. Manage dealer profitability metrics such as OAR (Overall Activity Ratio) and SAR (Service Activity Ratio). Lead service marketing campaigns and allied businesses to boost regional service engagement. Data-Driven Action Planning Analyze data-driven insights to identify CX gaps and formulate targeted action plans. Implement improvement plans across the region aimed at enhancing overall customer satisfaction. Qualifications & Experience: Proven experience in Aftersales, Customer Experience, or related automotive service management roles, preferably in a regional leadership capacity. Strong knowledge of CX frameworks, Aftersales operations, and dealer network management. Experience in digital CX program implementation and training strategy execution. Ability to lead cross-functional teams and manage multiple stakeholders effectively. Analytical mindset with strong problem-solving and decision-making skills. Excellent communication, interpersonal, and leadership skills. Show more Show less