Customer Experience Manager Tienda
hace 6 meses
**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**:
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