Area Customer Experience Manager

Area CX Manager (ACXM)

Designation: AML1 - DML2

Reporting To: RCXM

Experience: 5 - 10 years

Employment Type: Full Time

Qualification: MBA / B. Tech / BE / Graduate

Preferred Background: Electrical / Mechanical / Automobile

Languages: English & Hindi

JD Code: SB-AFS-SH-0004 CX ACXM JD CX ACXM JD

Role Overview:

We are looking for an Area CX Manager (ACXM) who will be responsible for implementing and monitoring Customer Experience (CX) initiatives, sales processes and customer engagement programs across the assigned dealerships.

The role involves working closely with dealerships to identify process gaps, analyse customer experience metrics, develop corrective action plans and improve overall customer experience.

The incumbent will also support dealership manpower requirements, digital initiatives, customer engagement programs and performance monitoring of Dealer CX Teams.

Key Responsibilities:

1. Customer Experience & CX Program Implementation:

- Implement Customer Experience initiatives and CX programs across assigned dealerships.

- Ensure that defined CX programs are effectively implemented at the dealership level.

- Monitor implementation and identify areas where dealerships require additional support.

- Drive Customer Experience Improvement Action Plans and monitor their progress.

- Review the overall performance of Dealer CX Teams and identify opportunities for improvement.

2. Sales Process & SOP Implementation:

- Drive implementation of Sales Standard Operating Processes (SOPs) at dealerships.

- Conduct regular Sales Process Audits to identify gaps in adherence and execution.

- Analyse identified process gaps and coordinate with dealerships to implement corrective measures.

- Monitor the effectiveness of implemented processes and improvement initiatives.

3. Customer Experience Metrics & Analysis:

- Analyse SSI and develop appropriate action plans in collaboration with dealers.

- Analyse PSI and formulate dealer action plans based on the findings.

- Use customer experience data and feedback to identify areas requiring improvement.

- Track and report on Sales Exit Interviews.

- Review customer feedback and use insights to support CX improvement initiatives.

4. Customer Complaint & Feedback Management:

- Handle sales customer complaints for the defined set of dealerships.

- Collect, analyse and interpret customer feedback, survey results and complaint data.

- Identify recurring customer concerns and work with dealerships on appropriate action plans.

- Monitor implementation of Customer Experience Improvement Action Plans.

- Conduct customer meetings to understand feedback and gather inputs on new programs.

5. Dealership Manpower & Recruitment Support:

- Support the recruitment of Sales Customer Care Managers (CCM).

- Assess manpower availability across key dealership roles.

- Monitor manpower requirements for positions such as:

1. CCEs

2. Hostesses

3. Other customer-support functions

- Coordinate with relevant stakeholders to address manpower gaps affecting customer experience.

6. Customer Engagement & Salesforce Campaigns:

- Coordinate regional Salesforce campaigns by initiating required actions across the dealership network.

- Drive initiatives aimed at increasing customer engagement.

- Promote My Kia App registration among customers.

- Promote the Customer Rewards Program to improve customer engagement and participation.

- Monitor dealership-level execution of customer engagement initiatives.

7. Digital CX Initiatives:

- Implement key digital initiatives across the field and dealerships.

- Drive adoption and implementation of initiatives such as:

1. Dealer CRM

2. Virtual KEC

3. My Kia App

4. Customer Rewards Program

- Work with dealerships to improve customer engagement through digital channels.

- Focus on improving the quality and accuracy of customer data maintained across dealerships.

8. Dealer CX Team Performance:

- Review and monitor the performance of Dealer CX Teams.

- Identify performance gaps and areas requiring improvement.

- Work with dealers to implement appropriate improvement actions.

- Monitor progress against CX initiatives and action plans.

9. Customer Meetings & Program Feedback:

- Prepare for and execute Customer Meetings.

- Gather customer feedback regarding new programs and initiatives.

- Consolidate relevant feedback and share insights with appropriate stakeholders.

- Support continuous improvement of customer-facing programs based on feedback received.

Required Candidate Profile:

- 4 - 10 years of relevant experience.

- MBA / B. Tech / BE / Graduate qualification.

- Candidates with an Electrical, Mechanical or Automobile background are aligned with the qualification requirements mentioned in the JD.

- Strong analytical skills.

- Excellent communication skills in English and Hindi.

- Strong presentation skills.

- Proficiency in MS Office.

- Ability to work with dealerships and multiple stakeholders.

- Ability to analyse customer experience data, identify process gaps and develop action plans.

- Ability to monitor implementation and follow through on improvement initiatives.