Customer Experience Manager Tienda Bogotá

hace 2 semanas


Bogotá, Bogotá D.E., Colombia Sodimac A tiempo completo
IKEA Chile, Colombia & Perú - Venta y Post Venta - Personas (B2C)

Colombia, Bogota dc, Bogota dc.

09 Dec 22

Funciones del cargo

  • Objetivo:
  • Construir y mantener una relación a largo plazo con clientes nuevos y existentes en un entorno retail multicanal, valorando y satisfaciendo las necesidades y expectativas de los clientes, estimulando así visitas cada vez más frecuentes, un recorrido y experiência conveniente y gratificante en todos los puntos de contacto y áreas clave como: Experiência al cliente, cambios y devoluciones, soluciones de pago, puntos de información, Click & Collect, Smaland.
  • Comprender las expectativas y motivaciones de los clientes y desempeñar un papel activo para convertirlas en oportunidades comerciales; asegurar una experiência de compra positiva que genere confianza en la marca IKEA antes, durante y después de su visita. Trabajar enfocado en resultados, el desarrollo integral del equipo, y en asociación con todas las funciones comerciales para contribuir al crecimiento comercial de tienda.

Funciones:

  • Liderar el diseño e implementación de protocolos de servicio, recorrido y experiência de compra del cliente, en todos los puntos de encuentro
  • Identificar, analizar y actuar ante las necesidades, expectativas y frustraciones de los clientes, asegurando el tono de voz, la generación de planes de acción enfocados en entender las debilidades y oportunidades detectadas en el recorrido del cliente.
  • Liderar la generación clave de gestión, métricas de experiência al cliente, y de desempeño del equipo, desde los sistemas ERP, CRM y demás dispuestos por la operación.
  • Asegurar experiências de pago sin fricción, relevantes, personalizadas y seguras en todos los puntos de contacto con el cliente en tienda.
  • Liderar la ejecución, análisis y mejora de protocolos de cambios y devoluciones en tienda, asegurando una experiência al cliente relevante.
  • Liderar las distintas soluciones de juego en tienda, ofreciendo una experiência divertida y positiva para toda la familia.
Requerimientos del cargo

  • Experiência mínima de 5 años en retail en cargos de experiência y contacto con el cliente
  • Experiência en la evaluación, diseño e implementación de protocolos de servicio
  • Experiência deseable en manejos de flujos de efectivo, puntos de pago, flujos de devolución
  • Experiência en sistemas ERP y CRM, indicadores de servicio y medición de experiência del cliente
  • Excel intermedio (deseable conocimientos en herramientas de análisis de datos
  • Inglés intermedio

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