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Huixquilucan

    Customer Experience Lead - Huixquilucan de Degollado, México - Wild Fork

    Wild Fork
    Wild Fork Huixquilucan de Degollado, México

    Encontrado en: Talent MX C2 - hace 1 día

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    De jornada completa
    Descripción

    Si te apasiona optimizar procesos removiendo defectos sistemáticos, y te interesa brindar una experiencia de compra inigualable a nuestros clientes, este trabajo es para ti

    Wild Fork México está buscando a un Líder de Customer Experience enfocado en mejorar la satisfacción (NPS) de nuestros clientes en nuestras tiendas física y digital, identificando problemas que lo afectan, definiendo soluciones escalables para resolverlos y garantizando su implementación en el negocio; mientras alcanza los niveles de servicio deseados diariamente.

    Responsabilidades principales:

  • Incrementar el NPS de Wild Fork a través de la identificación de causas raíz sistemáticas que lo afectan y diseño de soluciones escalables para eliminarlas, incluyendo responsables y deadlines.
  • Coordinar programas de entrenamiento en las tiendas, así como soluciones en nuestros sistemas en los casos que lo requieran.
  • Proveer a los equipos de Last Mile de insights y recomendaciones que ayuden a detectar defectos y dependencias en la cadena de delivery que dañan el NPS.
  • Implementar mecanismos de tracking y control para asegurar que las soluciones diseñadas se cumplan en tiempo y forma.
  • Punto de contacto con los equipos globales de NPS. Compartir buenas prácticas desarrolladas en México.

    • KPIs (todos nos sirven para evaluar la satisfacción de nuestros clientes):

  • Incrementar NPS.
  • Reducir %Transacciones sin email registrado.
  • Incrementar %Encuestas respondidas.
  • Reducir %Cupones redimidos con riesgo de fraude.

    • Manejo de equipo:

  • Habilidades de negociación, persuasión y motivación con líderes jr. y sr. de las tiendas, para garantizar que las soluciones que dependan de ellos sucedan.
  • Habilidades de negociación, persuasión y motivación con ingenieros y líderes técnicos de los sistemas de Wild Fork, para garantizar que las soluciones que dependan de ellos sucedan.


    • Requisitos:
  • 3-4 años de experiencia diseñando procesos y llevándolos a cabo.
  • Capacidad de determinar causas raíz a problemas de cualquier índole a través del análisis numérico.
  • Capacidad de priorizar tiempo y trabajo en función del impacto en el negocio.
  • Adaptación a situaciones retadoras y ambiguas.
  • Competente en paquetería Microsoft (principalmente Excel).
  • Conocimiento del lenguaje SQL es un plus.
  • Capacidad de comunicar análisis complejos de una manera simple a C-level.
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