Customer-Centric Mindset, Leadership, Technology &

- CRM Tools, Team Management, Analytical Skills &
- Strategic Thinking, Dealership Handling, Complaint Management, Process Improvement

- 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.

Required Skills

- Customer Experience Management –
- Solid understanding of CX processes, customer satisfaction, and journey improvement
- Dealer Management –

Experience in managing and developing dealer networks and improving dealer performance.

- Complaint &

- Escalation Management –
- Ability to resolve critical customer issues and escalations effectively.
- Process Improvement –
- Ability to identify process gaps and implement initiatives to improve customer experience.
- Automotive Passenger Vehicle Experience.

📌 Area CX Manager (ACXM) - Gurgaon, North Regional Office (Gurugram)
🏢 Kia India
📍 Gurugram