Area CX Manager (ACXM)

Job description

Job Description

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