Area CX Manager (ACXM)

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.
  
  

Required Skillsets

• Analytical Skills & Excellent communication skills
• Presentation Skills
• Proficient in MS office
  
  

Customer Relationship Management, CRM & DMS proficiency, Data Analysis & Reporting, Customer feedback handling, Training and Development,