Digital Customer Experience Lead

hace 2 semanas

Madrid, Madrid, España Mahou San Miguel A tiempo completo

ÚNETE A NUESTRO EQUIPO
¿Te gustaría formar parte de la compañía española líder de bebidas de nuestro país y crear momentos de unión y conexión para mejorar la vida de las personas y del planeta?

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Ahora es tu oportunidad de demostrarlo

Sobre nosotros

Somos una compañía familiar, líder de bebidas en España.

Contamos con 10 centros de elaboración de cerveza -ocho en España y dos en Estados Unidos-, cuatro manantiales de agua y un equipo cercano a los 4.000 profesionales.

Estamos presentes en más de 70 países.


Nuestro compromiso con el empleo de calidad y el bienestar de las personas, nuestros valores, nuestro propósito y nuestro espíritu innovador y transformador, desde hace más de 130 años, definen una forma única de hacer las cosas que nos permite avanzar hacia el futuro.


¿Por qué te estamos buscando?


El Digital Customer Experience Lead participará y coliderará la definición y el desarrollo dela experiência de cliente dentro de los diferentes puntos de contacto offline y online del cliente de hostelería con la plataforma digital, asegurando además que dicha experiência esté perfectamente integrada con la visión global/omnicanal de New Horeca.

Promoviendo y liderando proyectos de implementación, tanto estratégicas como tácticas, que contribuyan a convertir a Mahou San-Miguel en una organización más customer centric, con especial foco en:

  • Escucha activa de los clientes en los diferentes puntos de contacto digital
  • Implementación de mejoras continuas en la experiência de cliente a partir de las escuchas
  • Mayor personalización de la experiência del cliente
  • Medición del Customer Journey Map y los principales indicadores.
Tu día a día en Mahou San Miguel

Trabajar de forma transversal a toda la organización y el equipo digital.


Implantar metodologías Customer Centric en el día a día de los proyectos, promoviendo la escucha continua de la experiência de cliente y la puesta en marcha de iniciativas que permitan mejorar dicha experiência.


Sus principales responsabilidades serán:

  • Entender las necesidades del cliente, su ciclo de vida y de relación con la plataforma digital.
  • Definir los touchpoints críticos, a partir de la definición del Customer Journey Map, la estrategia de medición y su accionabilidad para asegurar la mejora continua.
  • Integrar y coliderar junto con los distintos departamentos/equipos involucrados en las operaciones de gestión del cliente, para identificar los requerimientos y conceptualizar, definir y diseñar proyectos que contribuyan a mejorar la CX en los diferentes puntos de contacto digital, tanto proyectos estratégicos como proyectos tácticos.
  • Establecer los indicadores de medición que permitan monitorizar la evolución de la mejora de la experiência de usuario, identificar nuevas áreas de acción y su puesta en marcha.
  • Liderar y fomentar en el departamento digital el usodemetodologías Customer centric que permitan desarrollar una experiência "Best in Class".
  • Gestionar end-to-end la ejecución de los proyectos desde la perspectiva de experiência de clientecolaborando con departamentos internos y con una alta gestión de partners externos.

Aptitudes y conocimientos deseados:

¿Qué requisitos debes cumplir?

  • Perfil Licenciado en Ingeniería, Administración y Dirección de Empresas, Publicidad y Marketing o similar.
  • Nível mínimo B2.2 de inglés.
  • Experiência de más de 5 años en gestión de plataformas digitales con foco en el diseño y la definición de CX.
  • Capacidad de gestión e interlocución con diferentes stakeholders en entornos complejos, con foco en la digitalización y la transformación de los procesos de negocio
  • Con alta capacidad analítica a partir de datos cualitativos y cuantitativos, generar insights, definir planes de acción y seguimiento de la implementación.
  • Experiência en Gestión de Proyectos
  • Nível avanzado en el manejo del paquete Office (Excel y Power Point) y conocimiento de herramientas analíticas y uso de plataformas digitales (Salesforce, Suite de Google...) La diversidad, clave en nuestra estrategia Nuestro compromiso con la diversidad, la inclusión y la igualdad de oportunidades está presente desde nuestro nacimiento en 1890

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