Area CX Manager (ACXM)

Job description

Job Description

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.