Customer Experience

hace 1 semana


Mataró, Barcelona, España MediaMarkt A tiempo completo

En MediaMarkt somos especialistas en acercar la tecnología a nuestras clientes y líderes en el sector de la electrónica de consumo.

En España y Portugal, nuestro equipo está formado por más de 6.500 personas que, desde nuestras 117 tiendas, la web, y nuestro Headquarter, trabajamos para ofrecer el mejor servicio y los mejores productos día a día.

Nos adaptamos rápidamente a los cambios estando a la última en las tendencias del retail.

Y no, no todos somos Geeks, pero sí que tenemos una cosa en común:
pasión por lo que hacemos.

Finalidad del puesto.


La principal función del Customer Experience Manager es garantizar una experiência de cliente omnicanal, homogénea y excelente para conseguir nuestros objetivos de ventas (productos y servicios) y fidelización con la marca.


Principales funciones.
En soporte a la Gerencia de la tienda y en coordinación con el equipo de Customer Experience Corporativo, sus responsabilidades son:

Análisis, planificación y seguimiento:


Conocer la evolución y la satisfacción de los clientes de la tienda, identificar oportunidades de mejora y definir planes de acción con las diferentes áreas operativas.


  • Seguimiento cualitativo y cuantitativo de los elementos que forman parte de la experiência del cliente.
  • Seguimiento de la satisfacción de los clientes por departamento.
  • Análisis de los resultados de negocio/cliente, identificando relaciones causa efecto.
  • Seguimiento de los níveles de servicio ofrecido por parte de las actuales empresas externas.
  • Análisis de Audits de confort.
  • A través de la visión global de la situación de CE de la tienda, elaborar y gestionar planes de mejora.

Dinamizar la tienda:

Asegurar que todos los equipos de la tienda están orientados y capacitados para ofrecer la mejor experiência de cliente.

  • Establecimiento y Diseño de un modelo de dinamización de la tienda:
  • Definir los objetivos anuales de Experiência de Cliente (CE) de la tienda.
  • Seguir la evolución de los indicadores/objetivos anuales de CE de la tienda.
  • Seguir y compartir la evolución de los indicadores CE de la tienda y definición de acciones correctoras.
  • Revisar la evolución del/de los Departamento/s identificando las oportunidades de mejora de CE y definiendo las acciones de mejora.
  • Seguir y gestionar el Plan de Acción asociado a los objetivos de CE del Departamento/Servicio.
  • Ofrecer y trabajar el feedback como metodología principal para el intercambio de ideas y mejora de las interacciones de los equipos con los clientes.
  • Asegurar la excelencia en el servicio: dimensionar la plantilla en base a las necesidades de la operativa de la tienda y asegurar que los equipos están bien planificados.
  • Identificar las necesidades formativas de los equipos comerciales y de servicios, e impulsar la realización de las mismas con el fin de diseñar planes formativos junto al Responsable de RRHH.

Liderar y desarrollar a sus equipos:
Asegurar el direccionamiento, desarrollo polivalencia y coordinación de sus equipos.

  • Asegurar un dimensionamiento de equipo/turnos que permita dar un buen servicio al cliente de acuerdo a las necesidades/previsiones y asegurar la capacidad del servicio.
  • Definir el modelo de Gestión de equipos de

Customer Experience:

reuniones periódicas de desarrollo, comunicación, alineación de objetivos con su equipo.- Revisar la evolución del Área, identificando las oportunidades de mejora de CE y definición de acciones de mejora.


  • Seguir y gestionar el Plan de Acción asociado a los objetivos.
  • Compartir la evolución de la EC en tienda definiendo medidas de mejora.
  • Definición de objetivos individuales de desarrollo.
  • Desarrollo del equipo: Fomentar un entorno de trabajo en el que se permita a la personas mejorar y adquirir habilidades y fomentar la polivalencia de los equipos.
  • Media Saturn Feedabck dialog: llevar a cabo el método de evaluación del desempeño corporativo anualmente, a todos los miembros de su equipo directo.

Fidelización de clientes:

Optimizar la experiência de cliente e implantar las directrices corporativas de Customer Experience.

  • Velar por la calidad de respuesta, solución y timings en la comunicación con los clientes.
  • Asegurar el tratamiento de consultas y reclamaciones.
  • Asegurar que se están ofreciendo soluciones correctas a reclamaciones.
  • Optimizar la experiência "end to end": analizar cada punto del recorrido del cliente, para poder mejorar cada uno ellos y obtener una experiência de compra memorable.
  • Implantación de nuevos servicios y su comunicación al personal y al cliente. Seguimiento de su implantación y evolución.
  • Impulso en la Gestión de Reservas: ofrecer soluciones al cliente, más allá del stock de nuestras tiendas, en base a sus necesidades.

Tareas Administrativas:

Asegurar la gestión rigurosa de los distintos procesos administrativos relacionados con la satisfacción de nuestros clientes.

  • Gestión de reclamacio

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