Area Manager Customer Experience for North Regional Office

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.