Brand Customer Leader
hace 2 semanas
Seguimos con un 2023 a puro crecimiento Estamos revolucionando el e-commerce en Latam
¿Qué desafíos te esperan?
Gestionar y liderar todas las las actividades de CX relacionadas a la operación, monitoreando el customer journey en todas sus etapas de manera de garantizar una experiência consistente en todos los puntos de contacto y con foco en la satisfacción de los consumidores para poder cumplir con la promesa definida hacia ellos y con los SLAs de servicio / Métricas de CX comprometidas con la marca.
**Descripción de Tareas y Responsabilidades**: Punto de contacto principal para las actividades de CX entre la marca y la compañía. Mapeo y Actualización del Customer Journey para todos los puntos de contacto. Unified Commerce CJM. Definición, análisis y reporte de métricas por punto de contacto. Análisis de NPS / CSAT / DSAT. Proporcionar análisis e informes / reportes sobre temas y tendencias de la experiência del cliente en toda la organización y con la marca. Asegurar el cumplimento del roadmap definido con la marca en tiempo y forma Asegurar el cumplimento de SLAs / Métricas comprometidas con la marca. Identificaciones y Mapeo de iniciativas de mejora y Matriz de criticidad de iniciativas. Fronting de todas las actividades de Customer Service ( CX + SAC) de cara a la marca. Gestión y seguimiento de reclamos de clientes en sus diferentes etapas Investigar los cambios propuestos a las leyes, prácticas o regulaciones relevantes que podrían potencialmente afectar al negocio en lo que respecta a la experiência del cliente y con la marca de manera de poder hacer recomendaciones. Apoyar el desarrollo de las habilidades y competencias del equipo de CS y SAC en todo el negocio en relación con el Customer Journey, sus procesos y prácticas. Contribuir al desarrollo de una cultura centrada en el cliente, el desarrollo de nuevos servicios y experiência mejorada, incluida la conversión y retención de clientes
Somos especialistas en Digital Commerce en todo Latinoamérica, proporcionamos servicios full commerce para marcas líderes, poniendo al consumidor en el centro de la experiência a través de nuestra solución omnicanal. Nuestro enfoque está en la excelencia sobre cómo implementamos proyectos de alta complejidad y gran escala generando las mejores experiências digitales y físicas. Junto a Summa Solutions, formamos parte de Infracommerce, el mayor ecosistema modular, flexible y escalable para operar su estrategia digital en toda la región.
**Requisitos**:
¿Qué necesitamos de vos? Experiência en Gestión CX (Customer Experience / Call Center), preferentemente en eCommerce. Orientación sólida al cliente, comprensión del ciclo de vida del cliente y sus necesidades, y cómo el conocimiento del cliente y la estrategia del cliente impulsan la experiência. Excelentes habilidades de comunicación interpersonal, escrita y verbal, facilitación, negociación e influencia, y capacidad para interactuar a nível superior con funcionarios / colegas de la marca. Manejo de plataformas y herramientas con conocimiento en gestión de software de servicios de Customer Service / Atención al cliente / CRM: ej.: Freshworks, Vtex o similar, Google Analytics, herramientas de gestión y proyectos y servicio (Trello, JIRA, Freshdesk, Monday, etc)
Beneficios
Te ofrecemos Ser parte de un ecosistema regional de rápido crecimiento con equipos apasionados, colaborativos y con una calidad humana inigualable❤ Tu espacio para generar impacto y seguir creciendo juntos, no tenemos techo
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