Area CX Manager (ACXM) - Gurgaon, North Regional Office

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 – Strong 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.