Area CX Manager
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Area Manager Customer Experience for East Regional Office
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.
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