Customer Experience Training Manager - West Region

Job Description:
The Customer Experience Training Manager for the West Region at Kia India is responsible for developing, implementing, and managing comprehensive training programs aimed at enhancing the customer experience across all dealership touchpoints. This role requires collaboration with various stakeholders, including sales, service, and marketing teams, to ensure that training initiatives align with Kia’s brand values and customer service standards. The successful candidate will analyze customer feedback and performance metrics to identify training needs and opportunities for improvement.

Key Responsibilities:
- Develop and deliver training programs designed to enhance customer service skills for dealership staff.
- Create engaging training materials, including manuals, presentations, and digital learning resources.
- Facilitate training sessions, workshops, and seminars for new and existing employees.
- Monitor and evaluate the effectiveness of training programs, making adjustments as necessary.
- Collaborate with dealerships to understand customer feedback and service gaps, using insights to tailor training initiatives.
- Maintain up-to-date knowledge of Kia’s products, services, and industry trends to ensure relevant training content.
- Foster a culture of continuous improvement in customer service across the West Region.

Skills Required:
- Strong communication and interpersonal skills to effectively engage with diverse audiences.
- Excellent organizational and time management abilities to handle multiple training programs simultaneously.
- Analytical skills to assess training needs and measure program effectiveness.
- Ability to work collaboratively with cross-functional teams and external partners.
- Proficiency in adult learning principles and training methodologies.

Tools Required:
- Learning Management Systems (LMS) for training delivery and tracking.
- Presentation software (e.g., PowerPoint) for creating training materials.
- Survey tools for gathering feedback and assessing training effectiveness.
- Microsoft Office Suite for document preparation and data analysis.
- Video conferencing tools for remote training sessions.

The ideal candidate will possess a strong background in training and development, with a passion for delivering exceptional customer experiences in the automotive industry.