So Customer Experience Leader
hace 6 meses
**Descripción empresa**:
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**Misión del cargo**:
Asegurar la experiência de clientes omnicanal, que promueva la promesa de IKEA para sus clientes, alto nível de servicio de calidad atención
**Funciones del cargo**:
Asegurar la implementación de un Customer Journey en todos los puntos de contacto con el cliente (CMP), que promueva la promesa de IKEA para sus clientes.
Implementación de políticas y garantías, que diferencien a IKEA de la competencia, en línea con todos los aspectos establecidos en la ley del consumidor
Asegurar la implementación y operación del Programa de Voz del Cliente que incluya los distintos puntos de contacto (CMP), para promover la mejora continua de la experiência.
Estandarización del servicio de atención al cliente en todos los canales de contacto (tiendas, Ecomm y contact centre), implementando modelo de servicios que asegure omnicanalidad y calidad de atención
Asegurar un flujo de clientes sin fricciones en las tiendas para promover ventas y buenas experiências de compra, creando planes de acción para el mejoramiento de la experiência física en tienda y de la experiência remota en Ecommerce y en los canales de atención.
Definición e implementación de procesos críticos y comunicaciones en el viaje de clientes.
Fijar y monitorear Indicadores Clave de Rendimiento (KPIs) de clientes, liderando planes de mejora en todas las áreas involucradas.
Gestionar eficazmente las distintas áreas de negocio y la comunicación entre funciones, construyendo relaciones y participando en redes relevantes dentro y fuera de IKEA.
Este cargo será parte de un entorno de trabajo desafiante, de ritmo rápido, lleno de resolución de problemas y creatividad, liderando en una organización centrada en las personas.
**Requisitos**:
Profesional en administración de empresas, economía, ingeniería industrial o carreras afines.
Experiência mínima requerida de 5 años en cargos asociados a Experiência de Clientes
Conocimiento de programas de voz del cliente, procesos,
métodos y herramientas de servicio al cliente.
Liderazgo probado en una organización centrada en las personas.
Experiência liderando en un entorno de cambio.
Experiência probada estableciendo e implementando
planes de acción, proporcionando una dirección clara y seguimiento objetivos
Fluidez en el idioma inglés tanto escrito como hablado. Excel alto.
Deseable experiência en retail. Disponibilidad para viajar (Chile)
**Condiciones oferta**:Beneficios**:
Contrato a término indefinido directamente con IKEA
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