Jefatura Customer Experience
hace 2 meses
**Ubicación**: Oficina Central - CDMX
**Negocio**: B2B
**Años de experiência**: 2 a 3 años
**Inglés**: avanzado
**Objetivo**:
Lidera y gestiona todas las interacciones entre el canal detalle Nestlé Cerca de ti y sus clientes (tenderos) para garantizar experiências excepcionales en cada punto de contacto. Implementa estrategias y procesos para asegurar la entrega consistente de un servicio de alta calidad, identificando áreas de mejora y colaborando con diferentes áreas como supply, transportes, trademarketing y operaciones; entre otros. Su contribución al negocio se traduce en fortalecer la fidelidad del cliente, aumentar la retención y la satisfacción, así como en impulsar el crecimiento mediante la generación de experiências positivas que conduzcan a recomendaciones favorables y al fortalecimiento de la reputación de Nestlé y Nestlé Cerca de ti, todo ello con el objetivo último de mejorar la rentabilidad y el rendimiento general del canal.
**Un día en la vida de...**
- Desarrollar e implementar estrategias de experiência del cliente para garantizar interacciones positivas en todos los puntos de contacto a través del análisis de datos y métricas para identificar áreas de mejora y oportunidades de optimización
- Supervisar y gestionar equipos dedicados a la atención al cliente, capacitándolos y asegurando altos estándares de servicio (Contact Center, Whatsapp bot, Transportes)
- Colaborar con otros departamentos, como ventas, marketing y desarrollo de productos, para alinear los esfuerzos y mejorar la experiência del cliente en toda la organización.
- Implementar sistemas y tecnologías que mejoren la eficiencia y la calidad del servicio al cliente.
- Gestión de proceso de incentivos y concursos para la fuerza de ventas.
- Gestión y control del presupuesto del canal, buscando eficientar y optimizar la inversión en cada línea del P&L.
**Lo que te hará exitoso**
- 2 a 3 años de experiência en Ventas y Atención al Cliente
- Alto nível de negociación y orientación al cliente
- Excelente habilidad para la Gestión de Equipo
- Inglés avanzado
- Excelente capacidad de análisis de información
- Manejo avanzado en: Paquetería Office, plataformas de gestión relación cliente (CRM), plataformas de gestión de experiência al cliente (CXM), Herramientas de gestión de proyectos
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