Role Purpose

To drive regional after-sales customer satisfaction performance and lead initiatives that enhance overall customer experience across India. The role is responsible for managing dealer performance metrics, implementing improvement initiatives, and administering the Field Visit & Performance Management System.

Key Responsibilities

1. Dealer Performance Management (Customer Satisfaction) – West & South

• Drive growth in customer satisfaction enabling KPIs including: PSF Connect, PSF Satisfied %, First Time Response, CSI, NPS, Timely Readiness
• Improve customer escalation handling by: Reducing Complaints per 1000 vehicles, Reducing Complaint Closure Time, Ensuring high-quality complaint resolution
• Monitor dealer performance and share monthly improvement reports.
• Plan and conduct regional performance reviews for low-performing dealers.
• Conduct Root Cause Analysis (RCA) for management escalations in collaboration with the Field Team.
• Prepare monthly management reports with action plans for performance improvement.

2. Customer Experience Improvement Initiatives – Pan India

• Collaborate regularly with field teams to understand ground-level issues and improvement opportunities.
• Drive utilization and administration of KCVG (Kia Customer Visual Guide) across operations.
• Manage and report Performance-Based Labor Rates linked to quarterly customer satisfaction results.
• Plan and implement improvements in customer satisfaction data reporting based on field inputs.
• Initiate process improvements in customer experience workflows.
• Drive system enhancements and integrations across: DMS, Salesforce, Business Intelligence (BI) platforms to meet end-user requirements.

3. Management of Field Visit & Performance System – Kia INSIGHT (Pan-India)

• Administer operations of the INSIGHT Field Visit & Performance Management System.
• Manage activities such as: Evaluation onboarding, Territory mapping, Field operations administration
• Support internal departments including: Sales, Customer Experience, Audit
• Coordinate with system vendors to implement enhancements based on field feedback.
• Track and improve system utilization through reporting and field engagement.
• Coordinate with internal stakeholders for project execution including: Finance, Legal, Marketing, IT Security

Qualifications

Education - Bachelor’s degree in Engineering, MBA / PGDM in Marketing, Operations, Customer Experience, or Business Management preferred.

Experience - 3–6 years of experience in Automotive After-Sales, Customer Experience, Dealer Network Management, or Service Operations.

Skills & Competencies

• Customer Experience Management
• Dealer Network Performance Management
• Data Analysis & Reporting
• Root Cause Analysis (RCA)
• Stakeholder Management
• Process Improvement & Automation
• CRM / DMS / BI systems knowledge
• Project & Program Management