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 current 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,

📌 Area CX Manager (ACXM) (Gurugram)
🏢 Kia India
📍 Gurugram