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Position Summary: Leads teams to ensure the best shopping experience, developing supervisors and managing critical customer service and after-sales processes. Key Highlights: 1. Leadership and development of supervisor teams. 2. In-store customer experience management. 3. Promotion of the service model and customer-centric culture. **Job Description** ---------------------- Ensure the best shopping experience by leading and developing the supervisor team while meeting service standards. * Supervisor team development and coaching: ensure effective leadership aligned with service standards, focusing on feedback, continuous improvement, and ongoing training. * In-store customer experience management: monitor service KPIs and implement improvement plans for checkout, after-sales, and click & collect. * Promotion of the service model and customer-centric culture: lead customer experience initiatives, activations, and recognition programs, ensuring correct execution of protocols and routines. * Management of critical customer service and after-sales processes: supervise complaints, incidents, and returns, coordinating with the CX team to strengthen the customer experience. **Candidate Requirements** -------------------------- * 2 years in similar roles, leading teams of more than 30 people (retail, banking, etc.) * Administration or related fields of study * Customer service, intermediate Excel, process improvement, team management and development **Selection Process** ------------------------ The selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to this position 2\. Check your email 3\. Log in to Aira and answer the requested questions and/or tests Then, if your profile matches what we are looking for, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are over 88,000 people who work every day toward our firm Purpose — Simplify and Enjoy Life More. We operate in 9 countries and consist of five major brands across diverse industries: Falabella Retail, Sodimac, Banco Falabella, Tottus, and Mallplaza. Each brand defines who we are, and together — as One Team — we strive daily to reinvent ourselves and exceed our customers’ expectations. A team full of dreams that makes things happen. We dare to launch, innovate, take risks, and create opportunities that keep us at the forefront — driving us to constantly reinvent ourselves to deliver the best shopping experience at every touchpoint with us.
