Area CX Manager (ACXM)

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. 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,