Location: Gurugram, Haryana, India. Click inside to apply.
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GLOAbout the job
Job Summary
We are seeking a results-driven Customer Experience (CX) Program Specialist to lead the design, execution, and optimization of customer experience initiatives across the organization. This role will play a pivotal part in enhancing dealership-level CX practices, managing nationwide Mystery Shopping programs, and driving cross-functional collaboration to elevate overall customer satisfaction.
Key Responsibilities
1. Customer Experience Strategy & Program Execution
- Design, implement, and scale customer experience programs aligned with business objectives.
- Drive continuous improvement in CX initiatives through data-driven insights and customer feedback.
- Collaborate with cross-functional teams (Sales, Marketing, Product, etc.) to integrate CX improvements.
- Lead the development and advancement of the Dealer CX Structure across the network.
2. Mystery Shopping Program Management (Sales)
- Manage and oversee the Pan India Mystery Shopping Program to evaluate sales interaction quality and compliance with brand standards.
- Conduct CATI (Computer-Assisted Telephonic Interviewing) Mystery Shopping for newly onboarded dealers to assess adherence to sales enquiry processes.
- Analyze findings and generate detailed management reports to identify improvement areas.
- Work closely with stakeholders to implement corrective actions and track progress.
3. Dealer CX Organization Development
- Establish and optimize a comprehensive CX framework across dealership operations.
- Design and implement tools such as the CX Manager Assessment Program and CX Induction Program for onboarding new dealership staff.
- Develop and maintain a Dealer CX Implementation Guidebook to ensure standardized CX practices.
4. Vendor Management
- Identify and coordinate with third-party vendors/agencies for CX-related initiatives.
- Define scope of work for vendors in developing manuals, training content, and tools.
- Manage budgets, contracts, and payments for vendor-related activities (e.g., Mystery Shopping, Dealer Onboarding programs).
- Ensure timely delivery and quality of vendor outputs aligned with organizational goals.
Key Skills & Competencies
- Strong understanding of Customer Experience frameworks and program design.
- Project management and stakeholder engagement capabilities.
- Excellent analytical skills with the ability to interpret data and derive actionable insights.
- Strong verbal and written communication skills.
- Experience in working with third-party vendors and managing external agencies.
- Proficient in MS Office tools; knowledge of CRM systems and survey platforms is a plus.
Qualifications
- Master’s degree in Business Administration/ Bachelor of Technology
- 4–8 years of relevant experience in CX, Program Management, or Dealership Operations.
- Experience in automotive, retail, or similar industries is an advantage.
Source: KIA
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