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 current programs and initiatives.

Educational Qualification: B.Tech./B.E. or MBA from a recognized university/institution.

📌 Area Manager Customer Experience For North Regional Office (Gurugram)
🏢 Kia India
📍 Gurugram