In Store Customer Service Manager H/m

hace 7 días

Madrid, España HERMES IBERICA SA A tiempo completo

**18.03.2024**

In Store Customer Service Manager H/M

Type de contrat : CDI

Pays/Région : Espagne

Ville : Madrid, Comunidad de Madrid

Travail : Retail

Expérience : Minimum 6 ans

Société : HERMES IBERICA SA

***

Description du poste

**PRINCIPALES RESPONSIBILIDADES**

**EMBAJADOR/A Y MODELO DE HERMÈS**
- Destacar como Role Model de los valores y de la cultura de Hermès para todos los miembros del equipo, mostrando la más alta integridad y comportamiento ético, encarnando la imagen de marca con una excelente actitud.
- Desarrollar otros modelos de conducta dentro del equipo del floor, predicando con el ejemplo y compartiendo opiniones.
- Facilitar la comunicación con el equipo sobre la historia, cultura y actividades de la Maison, animándoles a ser generosos a la hora de compartir anécdotas y curiosidades con clientes y colegas.
- Contribuir activamente a que los valores de H2C cobren vida en todas las actividades, incluso en la comunidad local, animando al equipo en el floor de la tienda a trabajar con entusiasmo y viveza, haciendo de la tienda un lugar de sorpresas y emociones para los clientes.

**EXCELENCIA EN ELTRATO AL CLIENTE**

**Experiência del cliente en la tienda**
- Asociarse con otros miembros del equipo de gestión de la tienda para desarrollar la estrategia de experiência del cliente, revisando periódicamente el rendimiento y fomentando sugerencias basadas en su observación para garantizar la mejora continua.
- Apoyar a la dirección de la tienda en la preparación y presentación de informes matutinos, centrándose en sugerencias para mejorar la experiência del cliente, información actualizada sobre eventos, etc.
- Garantizar que el equipo ofrezca la experiência de cliente más memorable posible desde el primer contacto con los clientes, proporcionándoles feedback y formándoles cuando sea necesario.
- Identificar activamente y sugerir propuestas para mejorar la experiência del cliente en la tienda, por ejemplo, elegir proveedores alternativos, realizar ajustes en el entorno de la tienda, etc.
- Responsabilizarse de una gestión eficaz de las colas, apoyando y supervisando al equipo en la coordinación y el control del tráfico en el floor.
- Ser el punto focal para proyectos especiales centrados en la identidad de la marca, sugiriendo proactivamente iniciativas para su propia tienda.
- Estar en contacto con el/la Director/a de Customer XP de la sede central, participando activamente en la red mundial de Customer XP y cultivando las relaciones.
- Compartir información actualizada con el resto del equipo que dirige la tienda y con la sede central sobre los eventos de la tienda, las opiniones recogidas, las actividades, etc. relacionadas con la experiência del cliente.

**Eventos y citas**
- Actuar como anfitrión/a de invitados durante eventos de clientes, animaciones y visitas corporativas a la tienda, en colaboración con el/a Director/a de tienda para representar a la tienda.
- Gestionar y supervisar regularmente el calendario de citas de la tienda
- Asignar clientes a los vendedores/as para las citas concertadas a través de las solicitudes de CRC & H Care
- Gestionar las citas del CIV identificando al vendedor/a más adecuado, eligiendo la ubicación y coordinándose con el equipo de VM para su preparación.
- Desarrollar iniciativas para sorprender a los clientes, como regalos, iniciativas de comunicación personalizadas con los clientes, invitaciones, etc.

**CLIENTELING**
- Fomentar una cultura del cliente dentro del equipo, facilitando el intercambio de información (comentarios, mejores prácticas, sugerencias, etc) a través de reuniones formales e informales.
- Apoyar al Director/a de tienda en el desarrollo de estrategias de clientela y a la comunidad local de clientes para garantizar relaciones duraderas con ellos, analizando los datos y la información recopilada de los clientes.
- Supervisar la exactitud y el cumplimiento de la recopilación de datos, de conformidad con la política de privacidad y los procedimientos de la empresa.
- Apoyar a los vendedores/as en la gestión de las relaciones con los clientes
- Ser responsable de las relaciones con las CIV, apoyando a su equipo en el desarrollo de una cartera de clientes

**VENTAS Y SERVICIO**
- Supervisar la gestión de todos los servicios y solicitudes pertinentes de los clientes que se transfieren a su tienda, como reclamaciones, solicitudes de citas, pedidos especiales y personalizados, reservas y deseos, ventas a distancia, etc.
- Supervisar el archivo de los documentos pertinentes de la tienda, siguiendo las normas de control interno locales y del Grupo.
- Animar al equipo de la tienda a mejorar continuamente el rendimiento de las operaciones de atención al cliente
- Apoyar al equipo en situaciones difíciles, animándoles a evaluar las solicitudes de los clientes recibidas y a sugerir proactivamente soluciones alternativas cuando sea apropiado
- Supervisar la corrección del grooming de los v

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