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. Roles and Responsibilities • Implement Customer Experience (CX) initiatives and programs at dealerships across India to elevate customer satisfaction. • Enforce Sales Standard Operating Procedures (SOPs) at dealerships ensuring consistent and effective sales processes. • Conduct comprehensive Sales Process Audits to identify gaps and improve dealership performance. • Analyze Sales Satisfaction Index (SSI) data and collaborate with dealers to develop actionable improvement plans. • Evaluate Product Satisfaction Index (PSI) findings and formulate dealer-specific action strategies. • Manage and resolve sales customer complaints across assigned dealerships, utilizing customer feedback and survey data for continuous improvement. • Manage and resolve sales customer complaints across assigned dealerships, utilizing customer feedback and survey data for continuous improvement. • Develop and implement Customer Experience Improvement Action Plans, tracking their progress. • Support the recruitment and onboarding of Sales Customer Care Managers (CCMs). • Assess manpower requirements for key roles, including Customer Care Executives (CCEs), hostesses, and support staff. • Coordinate regional Salesforce campaigns by driving network-wide engagement and execution. • Promote customer engagement via digital platforms by increasing My Kia App registrations and participation in Customer Rewards programs. • Implement key digital tools and initiatives in the field such as Dealer CRM and Virtual KEC. • Enhance the quality and accuracy of customer data across dealership networks. • Monitor and report findings from Sales Exit Interviews. • Oversee and review the performance of Dealer CX teams to ensure high standards. • Prepare and lead customer meetings to gather feedback on new programs and initiatives. Educational Qualification: B.Tech./B.E. or MBA from a recognized university/institution.