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CX Associate Manager

1 month ago

dubai, United Arab Emirates Kia Middle East & Africa Full time
Job Purpose:Enhancing the expertise and proficiency of the sales team operating within the distributor network through focused training initiatives, while also overseeing both product-specific and soft skills training processes.Main Responsibilities:Establish and maintain a training calendar aligned with product launches, ensuring training material availability meets deadlines.Collaborate with the team at HQ to procure product material promptly and coordinate with internal product teams to ensure accuracy of information for the MEA market.Develop localized assessment tools to evaluate training program effectiveness, refining programs based on evaluations and feedback.Coordinate with external agencies to obtain localized product training material suitable for MEA markets.Manage the KDA platform to maintain accuracy of data for distributors' sales forces.Oversee the implementation of product training initiatives across the distributor network.Monitor the progress of product training programs and recommend improvements as necessary.Ensure sales personnel complete online product training courses on schedule.Design and deliver engaging sales training programs using various instructional methods, including workshops, role-playing, and digital platforms.Create and update sales training materials such as presentations, sales talk, playbooks, and job aids to ensure relevance and accuracy.Create soft skills training programs tailored for sales personnel, focused on improving competencies that contribute to enhanced performance and, ultimately, the customer experience within showrooms.Manage the training programs for distributors and ensure they are aligned with Kia's standards and targets as defined by Kia.Research, secure, and oversee external training agencies to supplement our in-house training efforts, ensuring alignment with our objectives and standards.Keep informed about industry trends and best practices in sales training, integrating innovative approaches into training programs.Support team members in ensuring outstanding customer experience within the showroom.Support in achieving Kia Sales Customer Survey (KSCS) target.Work with Aftersales training team to collaborate in managing KDA (Kia Dealer Academy) data and achievement scores.Support and Liaise with CX/Channel team in achieving overall department.Communications & Working Relationships:Internal: Management, Product team, Business strategy team, Sales team, Aftersales team, Marketing team.External: Kia HQ CX/Channel Team; Distributors’ Channel, Training, CX, Sales teams as well as showroom and sales staff.Academic and professional qualifications:Bachelor’s degree in business administration marketing, or a related field.Experience:At least 3 - 5 years of experience in the training of the automotive fieldLanguages:English and Arabic (Must)French (advantage)Skills & Competencies:Proven experience in sales training, with a strong understanding of sales methodologies and techniques.Exceptional presentation and communication skillsFamiliarity with learning management systems (LMS).Strong organizational skills with the ability to manage multiple projects and priorities.Strong creative and analytical skills.Proficient in Computer software namely (MS Office).
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