Customer Experience Leader

hace 6 meses


Cali, 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 actualidad.

¿Sabías que empezamos en 1943 como un pequeño negocio en Suecia rural? Hemos dado grandes pasos desde eso para llegar hoy a Latinoamérica, y continuar con una gran misión; ser una marca global que inspire y le permita a millones de personas acceder al hogar de sus sueños.

Nos llena de orgullo ser una compañía guiada por sus valores, construida por su gente, y en donde trabajamos unidos para hacer una diferencia para el planeta y las comunidades que nos rodean.

¿CREES EN UN MUNDO DONDE TU TRABAJO PUEDE SER MÁS QUE UN TRABAJO? NOSOTROS SÍ.

**Funciones del cargo**:
Construir y conservar una relación duradera con los clientes en un entorno minorista multicanal, valorando y satisfaciendo sus necesidades y expectativas, estimulando así visitas cada vez más frecuentes - comprendiendo la motivación y desempeñando un papel activo para convertirlas en oportunidades comerciales. Garantizar una experiência de compra positiva que genera confianza en la marca IKEA antes, durante y después de su visita. Esto se conseguirá trabajando en colaboración con todas las funciones empresariales para contribuir al crecimiento comercial.

1. Liderar con el ejemplo actuando como modelo a seguir de los valores de IKEA, ser responsables de desarrollar e implementar nuestra cultura y actuar como promotores de sostenibilidad.
2. Impulsar una cultura centrada en el cliente y garantizar una experiência de compra inspiradora en la que a los clientes les resulte siempre fácil comprar y gestionar la postventa.

3. Identificar y eliminar los obstáculos a través de planes de acción con el objetivo de garantizar una experiência de compra fácil y positiva y un cumplimiento posventa agiles, tomando decisiones que impacten positivamente tanto al cliente como a IKEA.

4. Establecer rutinas/procedimientos y distribución de responsabilidades en términos de reducción de tiempos de espera y mejora de la atención al cliente.

5. Dirigir y desarrollar equipos y líderes competentes de alto rendimiento para apoyar la estrategia empresarial. Es responsable de la contratación, el desarrollo, la gestión del rendimiento y la retención del talento, así como los planes de sucesión y formación de los colaboradores que forman parte de su equipo.

6. Respetar y garantizar las normas de seguridad dentro de las áreas de trabajo. Asegurar que los procedimientos y las herramientas utilizadas son seguras y cumplen la normativa de seguridad para con los clientes, colaboradores, efectivo y mercancía.

**Requisitos**:

- Experiência y vocación de Servicio al cliente/atención al cliente y/o Postventas
- Experiência liderando y gestionando equipos, desarrollo de personas, organización y planificación
- Habilidades en manejo de situaciones difíciles con un alto sentido de inteligencia emocional
- Valorable conocimiento del sector del retail
- Ideal experiência en CRM y Estatuto del consumidor
- Experiência en analítica de datos y manejo de indicadores
- Experiência en operación con sistemas ERP, y CRM. Excel Avanzado. (Requerido)

**Condiciones Oferta**:



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