Customer Experience Training Manager Job in Kia India Private Limited

Position: Customer Experience Training Manager

Location: Bengaluru

Experience: 4 to 10 years

Education: B.Tech / B.E. / MBA

Role Overview

We are seeking an experienced and passionate Customer Experience Training Manager to lead the delivery of impactful training programs across our dealer network. This role focuses on enhancing customer satisfaction by elevating soft skills, reinforcing Kia values, and closing service delivery gaps through hands-on, on-the-job training (OJT). You will play a key role in shaping the customer journey at the dealership level.

Key Responsibilities

• Training Delivery & Execution
• Plan and conduct On-the-Job Training (OJT) programs for Sales & Service teams at Kia dealerships.
• Deliver soft skills and customer etiquette training, including refresher sessions.
• Conduct need-based training in response to customer complaints or service gaps.
• Promote and instill Kia values and behaviors across the dealership network.
• Training Needs Analysis & Planning
• Assess training needs in collaboration with regional field teams.
• Identify knowledge and behavior gaps based on customer feedback and operational data.
• Develop customized training plans to address specific performance issues.
• Reporting & Performance Tracking
• Generate and circulate periodic training reports, dealer scorecards, and monthly review templates.
• Prepare regional review reports, MIS reports, and contribute to the Annual Business Plan.
• Track and monitor training effectiveness and its impact on customer satisfaction metrics.
• Cross-functional Coordination
• Collaborate with regional teams and dealership management to ensure smooth execution of training programs.
• Escalate and resolve issues in a timely manner to maintain training effectiveness and continuity.
• Additional Responsibilities
• Support with ad-hoc initiatives as assigned by the reporting manager.
• Continuously update content and training delivery methods to align with industry trends and customer expectations.

Skills & Competencies

• Proven experience in training delivery and customer experience management
• Strong understanding of automobile sales & service processes (experience with dealerships is a plus)
• Excellent presentation, communication, and interpersonal skills
• Effective in participant engagement, with strong platform delivery skills
• Ability to analyze feedback, identify trends, and implement corrective actions
• Proficiency in MS Office (Excel, PowerPoint, Word) and reporting tools

Preferred Background

• 4 10 years of experience in training, customer experience, or automotive retail operations
• Prior work with automobile brands or dealerships is highly preferred

Why Join Us?

• Be part of a dynamic, forward-thinking organization where customer experience is at the heart of everything we do. Help shape a customer-first culture by empowering dealer teams through effective training and coaching.

Ready to drive meaningful change at the frontlines of customer interaction?

Apply now to lead the evolution of customer experience across our dealer network.