Customer Experience Manager Tienda

hace 6 meses


Bogota, Colombia IKEA Colombia A tiempo completo

**Descripción empresa**:
Si eres trabajador de Falabella, revisa todos los cursos disponibles en la Academia Falabella, que te ayudarán a seguir impulsando tu desarrollo y preparar tu próxima aventura con nosotros

**Misión del cargo**:
Garantizar la experiência de compra IKEA a partir del conocimiento profundo de nuestros clientes, asegurando la rentabilidad en tienda.

**Funciones del cargo**:
1. 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 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.

2. 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.

3. Trabajar enfocado en resultados, el desarrollo integral del equipo, y en asociación con todas las funciones comerciales para contribuir al crecimiento comercial de tienda.

4. Garantizar la implementación y cumplimiento de protocolos de servicio, recorrido y experiência de compra del cliente, en todos los puntos de encuentro dentro de la tienda (customer relations, cajas, customer journey) con foco en cumplir los presupuestos de venta e indicadores del área.

5. Diagnosticar las necesidades, expectativas y frustraciones de los clientes, asegurando la mejora continua de la experiência de compra dentro de las diferentes áreas/interacciones y el cumplimiento comercial de la tienda.

6. Garantizar y monitorear los principales indicadores del área, generando las alertas y prioridades de la operación, escalando los temas que sean requeridos.

7. Implementar de manera correcta las herramientas de compra dentro de la tienda que garantice la experiência memorable de compra.

8. Garantizar el funcionamiento y seguimiento de los proveedores a cargo (música, playsolutions y otros), los cuales aseguren la experiência de compra IKEA.

9. Asegurar experiências de pago sin fricción, relevantes, personalizadas, y seguras en todos los puntos de contacto con el cliente en tienda. Incluyendo la disponibilidad, correcta ubicación y comunicación de las herramientas de compra en tienda.

10. Asegurar un equipo competente, entrenado en los procesos del area que asegure el conocimiento de la operación e impacte en los resultados del negocio. Priorizar la seguridad tanto suya como de sus compañeros y visitantes, en las implementaciones de exhibición en la tienda, cumpliendo con las políticas y estándares del área de Safety & Security.

11. Liderar con el ejemplo actuando como modelo a seguir de los valores de IKEA, ser responsable de desarrollar e implementar nuestra cultura y actuar como promotor del área de sostenibilidad.

**Requisitos**:
+5 años de experiência en el sector retail (cliente en tienda, voz del cliente, customer insights)
+ 5 años de experiência en posiciones de liderazgo y gestión de equipos de mas de 50 personas.
Profesional en administración, ingeniería industrial, o afines.
Inglés fluido (hablado y escrito)
Conocimientos de normativa local aplicable a tiendas retail y protección del consumidor.
Manejo de ERP y CRM e indicadores clave de servicio.
**Deseable**: manejo de flujos de efectivo, puntos de pago, devoluciones y servicios complementarios.

**Condiciones oferta**:



  • Bogota, Colombia Emapta A tiempo completo

    **Job Information**: Job Family **Back Office*** Work Arrangement **Onsite*** City **Usaquen*** State/Province **Distrito Capital de Bogotá*** Country **Colombia*** **Join Emapta in Outsourcing Excellence!** Elevate your career in the outsourcing industry with our enticing opportunity for a **Customer Experience Manager**. Experience a fulfilling...


  • Bogota, Colombia Radware Bot Manager A tiempo completo

    Technical Account Manager - (2400001S) The Technical Account Manager will be responsible for the customers in North America and their activities related to the managed services. The technical account manager will represent the customer inside Radware and will act as the focal point and escalation manager. This position will work in front of customers to...

  • Customer Experience

    hace 6 meses


    Bogota, Colombia Directa24 A tiempo completo

    Eron International is the main provider of expert services to the financial and technological industry, serving worldwide brands whilst re-defining the Fintech sector. We are an extensive and capable company, recognized for the differential value we bring to empower our clients and their customers. Join Our Team as a Cx - Customer Experience! **Key...

  • Customer Insights

    hace 6 meses


    Bogota, Colombia Johnson & Johnson A tiempo completo

    General Resume The Customer Insights & Experience analyst plays a crucial role in gathering, analyzing, and delivering strategic information about customer behavior and preferences. Using advanced analytical tools and research techniques, this role identifies key trends, patterns, and opportunities to continuously enhance the customer experience....


  • Bogota, Colombia JLL A tiempo completo

    JLL supports the Whole You, personally and professionally. **Benefits to eligible employees, include**: Medical and life insurance for you. Annual Performance Bonus. Online platform with +15.000 certified courses available for your professional development. Wellbeing platform for employees with personalized programs (yoga, meditation, exercise, meal...


  • Bogota, Colombia IKEA Chile, Colombia & Perú A tiempo completo

    **Descripción empresa**: En IKEA nos dirigimos hacia una sola visión; el brindar un mejor día a día para la mayoría de las personas. A través de nuestros productos de amoblamiento y decoración queremos hacer de tu casa un hogar; con productos sustentables, estéticos y de bajo costo, llevando nuestras tiendas a más de 50 países en la...


  • Bogota, Colombia Outwork Staffing A tiempo completo

    **Schedule**: TBD **Location**: Fully Remote (LatAm) **Salary**: 1500 - 2000/month A leading provider of an Access Management & Identity Security Platform tailored for Jira, specializing in modern access request and provisioning workflows within Jira Service Management, is seeking a Customer Success Manager. As our first Customer Success Manager, you will...


  • Bogota, Colombia Johnson & Johnson A tiempo completo

    At Johnson & Johnson, the largest healthcare company in the world, we come together for one purpose: to transform the history of health in humanity. Diversity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130...


  • Bogota, Colombia Thales A tiempo completo

    Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000...


  • Bogota, Colombia Sur A tiempo completo

    As a Customer Success Manager, your mission is to work with our clients to make sure they're getting as many quality leads while making the process friction-less for them. This role will be client facing. Your biggest priorities are: - Build strong long term relationships with clients - Manage projects to make sure everything is done...


  • Bogota, Colombia TLNT A tiempo completo

    A leading and a rapidly expanding direct-to-consumer e-commerce brand and provider of premium firearm holsters and accessories, is on the lookout for a seasoned **E-commerce Customer Service Manager** to lead their customer service team and ensure that every interaction with the brand exceeds expectations. As the **E-commerce Customer Service Manager, **you...


  • Bogota, Colombia Pentasia A tiempo completo

    Our client is a global gaming technology operator and one of the fastest growing ones in the industry. They’ve been certified as a Great Place to Work across their offices and is now looking for a Customer Service Manager to provide a productive and motivating work environment. **Job Summary**: The Customer Service Manager is responsible for following and...


  • Bogota, Colombia IKEA Chile, Colombia & Perú A tiempo completo

    **Descripción empresa**: Si eres trabajador de Falabella, revisa todos los cursos disponibles en la Academia Falabella, que te ayudarán a seguir impulsando tu desarrollo y preparar tu próxima aventura con nosotros! **Misión del cargo**: Asegurar la experiência de clientes omnicanal, que promueva la promesa de IKEA para sus clientes, alto nível de...


  • Bogota, Colombia Spreetail A tiempo completo

    We’re looking for a Customer Experience Lead to provide coaching and development for our CES team, drive effective decision-making and ensure accountability across range of activities and processes. Our goal is to continue building a world-class customer experience across more than 10 marketplace channels that Spreetail partners with. We are committed to...


  • Bogota, Colombia Telesign A tiempo completo

    Telesign connects, protects and proactively defends companies, customers and the digital interactions between them. With powerful AI that delivers identity with speed, accuracy and global reach, we enable Continuous Trust. Empowering companies to transact, communicate and engage with their customers free of fear, Continuous Trust makes the promise of the...


  • Bogota, Colombia goFLUENT A tiempo completo

    **About The Position** We are looking for a Customer Success Manager to help grow our Latin American Market. You will build relationships with our clients and play an essential role in developing and managing ongoing partnerships to maintain a high level of customer satisfaction and loyalty. **What You'll Do** - Partner with clients to understand their...


  • Bogota, Colombia Carrot Fertility A tiempo completo

    **About Carrot**: Carrot Fertility is the leading global fertility care platform, serving people of every age, race, income, sex, sexual orientation, gender, marital status, and geography. Trusted by hundreds of multinational employers, health plans, and health systems, Carrot's comprehensive clinical program delivers industry-leading cost savings for...


  • Bogota, Colombia Strategic Partnership Manager A tiempo completo

    Duties and Responsibilities: 1. Develop a structured, step-by-step method to connect and manage relationships with partners. 3. Find research partners and get them interested in working with us by identifying key people involved. 4. Work with higher-level management and sales/marketing teams to ensure our goals match with new and existing partners. 5....


  • Bogota, Colombia TrueContext A tiempo completo

    #CareersThatKickSaas! TrueContext is looking for a personable and outgoing Customer Success Manager (CSM) to join a critical client-facing team in Ottawa. You will be charged with delivering customer advocacy support and account management for your named book of business of Enterprise grade customers. Ultimately, the goal is to ensure that TrueContext...

  • Project Manager

    hace 6 meses


    Bogota, Colombia Eosol Group A tiempo completo

    Descripción Eosol Group - Empleo para Project Manager - construcción tienda (Bogotá) Somos Eosol Group, una empresa líder en el sector renovables, actualmente estamos en búsqueda de un Project Manager con al menos 2 años de experiência en obra para liderar la construcción de una tienda en Bogotá. **Descripción del...