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Customer Experience Manager in Store Cali
hace 3 meses
**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.
**Misión del cargo**:
Construir y mantener una relación a largo plazo con clientes nuevos y existentes en un entorno retail multicanal
**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
**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, y la generación de planes de acción enfocados en atender las debilidades y oportunidades detectadas en el recorrido del cliente"
- Liderar la generación de los indicadores clave de gestión, métricas de experiência al cliente, y de desempeño del equipo, desde los sistemas ERP, CRM y demás dispuestos para la operación.
- 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.
- Liderar la ejecución, análisis y mejora de protocolos de cambios y devoluciones en tienda, asegurando una experiência al cliente relevante, y entregando una segunda oportunidad a los productos desde el equipo de recovery, y en cumplimiento de la normativa local y de seguridad de producto a nuestros clientes.
- Liderar las distintas soluciones de juego del cliente IKEA en tienda, ofreciendo una experiência divertida y positiva para toda la familia.
- Estar en constante búsqueda y generación de eficiencia en los procesos de CX, como parte de nuestra cultura de simplicidad y conciencia en costos.
**Requisitos**:
Título universitario en administración, ingeniería industrial o afines
Manejo de presupuestos
5 años de experiência en retail, liderando experiência y contacto con el cliente
Conocimientos en ERPs, CRM y herramientas de análisis de datos
Conocimientos generales de la normativa local aplicable al retail, y protección del consumidor
Inglés intermedio
**Condiciones Oferta**:
