Job Summary: Designs, implements, and evaluates Customer Experience (CX) initiatives using advanced data analytics, trains teams, and leads projects to optimize customer satisfaction. Key Highlights: 1. Design, implementation, and evaluation of CX initiatives. 2. Analysis and management of Customer Experience data. 3. Collaborative work and leadership in Customer Experience projects. **Job Description** ---------------------- Manages and designs CX initiatives through advanced data analytics and key metrics, identifying trends to optimize satisfaction. 1\. Design, implementation, and evaluation of CX initiatives Design, implement, and monitor action plans aimed at improving customer experience, using quantitative and qualitative data to measure outcomes, prioritize initiatives, and ensure execution. 2\. Training and coaching Train store teams on service quality and customer service protocols, ensuring understanding of the concepts delivered. 3\. Analysis and management of Customer Experience data Analyze large volumes of Customer Experience data (service KPIs, NPS, complaints, customer feedback, protocol compliance, among others), consolidate information from multiple sources, identify trends, gaps, and improvement opportunities, and develop actionable insights to support decision-making. 4\. Monitoring and control of key performance indicators (KPIs) Conduct periodic monitoring of service KPIs, evaluate the impact of implemented initiatives, identify significant variations, and propose corrective actions based on deviation analysis and root-cause investigation. 5\. Preparation of analytical reports and presentations Prepare periodic reports and executive presentations summarizing results, trends, and key findings, ensuring clear, timely, and action-oriented communication for various internal stakeholders. 6\. Operational team management and support Provide analytical support, advisory services, and training to store teams in implementing action plans, monitor execution progress, and use data to provide feedback and optimize customer service processes. 7\. Collaborative work in CX projects Participate in and lead working sessions for Customer Experience projects, ensuring proper information management, adherence to deadlines, and delivery quality, fostering cross-functional synergy. **Candidate Requirements** -------------------------- * Minimum 2 years of experience in CX, process, or project management roles, with exposure to data analysis. * Project management, process improvement, agile methodologies * Degree in Industrial Engineering, Communications, and/or Administration. Intermediate-level Office proficiency * Advanced Excel, including database handling, pivot tables, and analysis of large data volumes **Selection Process** ------------------------ Our selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to the position 2\. Check your email 3\. Log in to Aira and answer the requested questions and/or assessments Then, if your profile matches our requirements, 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 comprise five major brands across diverse industries: Falabella Retail, Sodimac, Banco Falabella, Tottus, and Mallplaza. Each of these brands shapes 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 and innovate, take risks, and create opportunities that keep us at the forefront — driving us to reinvent ourselves to deliver the best shopping experience at every touchpoint with us.
María García
Indeed · HR
María García
Indeed · HR
