Customer Experience

hace 1 mes

Calafell, España MediaMarktSaturn Retail Group A tiempo completo

Tus tareas

Como Customer Experience & Services Manager , brindarás una experiencia de cliente omnicanal consistente y excelente. Tus tareas incluyen:

Analizar la satisfacción del cliente en la tienda, identificar los potenciales de esto y derivar planes de mejora y acción junto con el/la gerente de la tienda.  Implementar la estrategia de servicio nacional especificada. Ser el punto de referencia con el cliente, así como ser el primer punto de contacto. Ser responsable del NPS de la tienda. Asegurar la realización de todas las tareas de gestión de la experiencia del cliente Coordinar las actividades y campañas relacionadas con el cliente junto con el equipo de ventas.  Dirigir y formar al equipo Organizar y gestionar el equipo de atención al cliente de la forma más eficiente posible para satisfacer a los clientes. Seguimiento cualitativo y cuantitativo de los elementos que forman parte de la experiencia del cliente.

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

Liderar y desarollar a los equipos

Fidelizar a los clientes , velar por la calidad de respuesta, solucion y timings en la comunicación con los clientes. 

Asegurar el tratamiento de consultas y reclamaciones y asegurad que se están ofreciendo soluciones correctas a las reclamaciones.

Gestión de reclamaciones oficiales: contacto con la Administración Pública o entidad mediadora que reclama, para asegurar la correcta respuesta en tiempo y forma.

Preparación de informes periódicos sobre los resultados, sobre indicadores de experiencia de cliente para la tienda y/o HQPreparación de presentaciones sobre los éxitos y oportunidades de la tienda, para impulsar los diferentes planes de acción.

Tu perfil

Te encanta interactuar con la gente y te apasiona la tecnología innovadora. Tus habilidades:

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

Formación orientada al servicio (idealmente en la industria hotelera y retail o de eventos) y / o un título (doble) con enfoque en venta / marketing Demostrada experiencia como Responsable de departamento de Customer Experience y en el desarrollo de equipos.

Competencias personales.-

· Orientación al cliente y al servicio.

· Actitud emprendedora.

· Abierto al cambio.

· Flexibilidad.

· Alta capacidad de análisis.

· Poder de convicción.

· Perfil extrovertido, Inteligencia emocional y social alta.

· Orientación a resultados.

· Trabajo en equipo.

· Habilidades de comunicación.

· Capacidad de resolución de problemas y gestión de conflictos

Sobre nosotros

¿Quieres formar parte del futuro del retail? Let's Go

En MediaMarkt, "Let's Go" es más que un eslogan, es una actitud. Nos encanta la tecnología y queremos insprirar a nuestros/as clientes/as y a nuestro equipo. Buscamos talento para compartir esta pasión por ofrecer la experiencia de compra del futuro, junto a un equipo de más de 7.000 personas en España.

Sobre MediaMarkt

MediaMarkt es la compañia omnicanal líder en España y Europa en el sector de la distribución de electrónica de consumo y servicios relacionados. Formamos parte del grupo MediaMarktSaturn, con más de 1.000 tiendas en 13 países y un equipo de más de 52.000 personas.
En España, contamos con 110 establecimientos y la tienda Online, un Centro Logístico y HUB de Servicios en Pinto (Madrid), y las Oficinas Centrales situadas en El Prat de Llobregat (Barcelona).
Trabajamos cada día para ser la primera opción de nuestros/as clientes/as como retailer omnicanal de confianza, ofreciendo soluciones a medida en un mundo guiado por la tecnolgía.
Nuestro éxito se basa en la adaptación constante a las nuevas tendencias de consumo, la extensa variedad de productos, servicios y soluciones; y la experiencia de compra ùnica y personalizada. Todo ello, con un firme compromiso para dejar un legado positivo derivado de nuestra a actividad, tanto a la sociedad como al entorno.
Nos encantará que te unas a nuestro equipo Let's Go

Additional Benefits

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