Customer Satisfaction & Process Excellence Specialist Job in Kia India Private Limited

Position: Customer Satisfaction & Process Excellence Specialist

Location: Gurgaon

Experience: 5 to 8 years

Education: MBA / PGDM in Marketing, Sales, or Operations

Role Overview

We are looking for a Customer Satisfaction & Process Excellence Specialist to drive Sales Satisfaction Index (SSI) initiatives and champion sales process improvements across our dealer network. This role will be instrumental in improving the customer experience, driving digital adoption, and supporting sales effectiveness through actionable insights and structured process excellence initiatives.

Key Responsibilities

• Survey Planning & Execution
• Plan and manage SSI, Pre-Sales, and need-based sales surveys within defined timelines.
• Ensure quality data collection and compliance with established protocols.
• Data Analysis & Reporting
• Analyze and deliver dealer-wise and factor-specific survey reports.
• Monitor key satisfaction metrics and identify trends impacting customer experience.
• Customer Grievance Monitoring
• Investigate hot alerts and complaints from SSI surveys to uncover recurring customer issues.
• Coordinate resolution efforts with internal teams and ensure timely closure.
• Digitalization & Tool Enhancement
• Work with IT/Digital teams to digitize survey processes, ensuring smooth integration with platforms like Salesforce.
• Lead testing and improvement cycles for digital SOP manuals and customer-facing applications.
• Dealer Performance Support
• Share survey outcomes with regional teams and assist in developing dealer-specific improvement plans.
• Track progress of underperforming dealerships and provide structured feedback.
• Process Improvement
• Own and update digital Sales SOPs annually, ensuring alignment with evolving customer expectations and business goals.
• Collaborate with cross-functional teams to improve workflow efficiency and service quality.
• CX Monitoring & Digital Journey Optimization
• Regularly assess customer-facing digital touchpoints to ensure optimal user experience.
• Coordinate updates to maintain a seamless, intuitive customer journey.

Key Skills & Competencies

• Strong analytical mindset and problem-solving capability
• Proficient in survey design, data analysis, and reporting tools
• Working knowledge of CRM platforms (Salesforce preferred)
• In-depth understanding of automotive retail sales processes
• Proficiency in MS Excel, PowerPoint, and data visualization tools
• Excellent communication and stakeholder management skills

Preferred Qualifications

• MBA / PGDM in Marketing, Sales, or Operations
• 5 8 years of experience in customer experience, process improvement, or market research
• Automotive industry experience is highly preferred

Skills Required

• Sales & Customer Experience
• Process Improvement
• Stakeholder Communication
• Survey & Data Analytics

Drive customer-centric transformation and be at the forefront of sales excellence.

Apply now and contribute to shaping a superior customer journey across our dealer network.