Area CX Manager

Job Description : 

• 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

• ncrease 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.