Jefatura Customer Experience

Encontrado en: Talent MX C2 - hace 3 semanas


Mexico City Nestlé A tiempo completo

Ubicación:  Oficina Central - CDMX

Negocio : B2B

Años de experiencia : 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 experiencias 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 experiencias 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 experiencia 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 experiencia 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 experiencia en Ventas y Atención al Cliente
  • Alto nivel 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 experiencia al cliente (CXM), Herramientas de gestión de proyectos

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