Loyalty Manager

hace 5 meses

Málaga, España Future Track A tiempo completo

Lugar de trabajo
Malaga
Misión

El Manager de Fidelización es responsable de liderar el equipo de renovaciones y recuperación de clientes, con el objetivo de mejorar la retención de clientes y fortalecer la lealtad de estos hacia la empresa. Esta posición requiere experiência en calidad de ventas, atención al cliente y estrategias de winback, así como una visión global de la experiência del cliente.

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Dirección
Funciones y responsabilidades
La persona estará a cargo del equipo de winback & renovaciones, así como del equipo de pre-facturación (pre-facturas) (Quizás). La persona no sólo será responsable de los equipos antes mencionados, sino que tendrá que analizar y estar a cargo de todo el recorrido del cliente para identificar mejoras en la experiência del cliente, lo que debería conducir a una menor rotación y a una mayor fidelidad del cliente.
Liderar el equipo de renovaciones y recuperación de clientes, asegurando un enfoque estratégico y proactivo para mejorar la retención de clientes.
Analizar el flujo del cliente para identificar puntos de mejora en el proceso de ventas y atención al cliente que puedan contribuir a reducir las bajas.
Coordinar con diferentes departamentos, incluyendo ventas y servicio al cliente, para implementar mejoras en los procesos que impacten positivamente en la retención de clientes.
Supervisar y auditar las llamadas realizadas por el equipo de recuperación de clientes, asegurando que se cumplan los estándares de calidad y se apliquen las estrategias adecuadas de winback.
Establecer relaciones efectivas con el equipo de ventas (más de 120 personas, incluyendo 30 cerradores de ventas directas) y el equipo de servicio al cliente (19 personas) para colaborar en la mejora continua de la experiência del cliente.
Desarrollar e implementar iniciativas para mejorar la satisfacción del cliente y fortalecer la lealtad hacia la marca.
La persona debe ser capaz de analizar todo el recorrido del cliente, desde las ventas hasta el servicio de atención al cliente y el back office, para identificar mejoras en los procesos y la calidad.
La persona debe ser capaz de diseñar planes, estrategias, puntos de acción y tácticas para mejorar toda la experiência del cliente y la pérdida de clientes, tanto para los objetivos a corto plazo como para los objetivos a largo plazo de la empresa.
La persona tiene que ser capaz de tener una visión global de nuestra cartera de clientes y ofrecer el mejor servicio y experiência con el objetivo de mejorar y maximizar la lealtad de los clientes.
Competencias
Organizado y capaz de manejar el volumen de la actividad diaria y entorno de trabajo rápido.
Capacidad para introducir datos con rapidez y precisión.
Orientación al trabajo en equipo.
Excelentes habilidades de comunicación y capacidad para coordinar con equipos interdisciplinarios.
Orientación al detalle y capacidad para identificar áreas de mejora en los procesos de retención de clientes.
Experiência en liderazgo y gestión de equipos.
Orientación hacia resultados y capacidad para trabajar bajo presión en un entorno dinámico.
Experiência
Experiência previa de 7 a 10 años en roles relacionados con la calidad de ventas, atención al cliente, winback y estrategias de fidelización de clientes.
Capacidad para analizar datos y métricas relacionadas con la retención de clientes.
Preferiblemente formación académica en áreas relacionadas con ventas, marketing o administración de empresas.
La persona tiene que ser analítica, buena con los datos, entender el servicio al cliente, control de calidad y ventas y winback. Entendimiento de lo que es una buena experiência del cliente y cómo maximizar la fidelización de clientes.
Formación

FPII en Administración, Ventas o similar.

**Idiomas**:
Castellano, valorable inglés.

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