Consumer Experience Coordinator

Description

Job Summary: We are seeking a Consumer Experience Coordinator to lead the after-sales strategy, strengthen customer trust and satisfaction, and enhance the omnichannel experience. Key Highlights: 1. Lead the after-sales strategy and ensure customer satisfaction. 2. Supervise and develop consumer experience advisor teams. 3. Design and implement improvement plans to optimize the after-sales experience. Do you believe an exceptional experience doesn’t end when a purchase is made? We are looking for a Consumer Experience Coordinator to lead the after-sales strategy and ensure every interaction with our customers strengthens trust, satisfaction, and brand loyalty. This role will be responsible for leading the consumer experience team, managing the resolution of inquiries, complaints, and claims (PQRs), analyzing satisfaction metrics, and developing continuous improvement initiatives that positively impact the omnichannel experience. **Key Responsibilities** * Lead the management and resolution of inquiries, complaints, and claims (PQRs), ensuring timely and effective responses. * Supervise and develop national and international consumer experience advisor teams. * Implement and monitor customer satisfaction and experience metrics (NPS, CSAT, FCR, among others). * Design and execute improvement plans aimed at optimizing the after-sales experience. * Collaborate cross-functionally with Logistics, Retail, E-commerce, International Trade, and Supply Chain departments. * Supervise processes related to changes, returns, and deliveries to ensure adherence to service standards. * Manage customer service platforms and post-sales experience tools. * Prepare reports and metrics for Commercial Management. * Identify opportunities for improvement across the customer journey and propose loyalty initiatives. * Promote an organizational culture centered on the customer. **Requirements** * Bachelor’s degree in Business Administration, Marketing, Industrial Engineering, Social Communication, Psychology, or related fields. * Minimum 2–3 years of experience in Customer Experience, Customer Success, or Customer Service, preferably in retail, fashion, e-commerce, or fast-moving consumer goods. * Experience leading customer service teams. * Advanced proficiency in Excel and Google Sheets. * Familiarity with CRM systems and customer service platforms such as Zendesk, Gorgias, Help Scout, or similar. * Knowledge of customer experience metrics (NPS, CSAT, FCR). * Experience with Shopify, Loop Returns, and Power BI is desirable. * Intermediate English proficiency is desirable. **Competencies** * Leadership and team development. * Assertive communication and empathy. * Attention to detail. * Problem-solving ability. * Analytical capability. * Organization and planning. * Proactivity. * Adaptability. * Collaborative work. **Management Metrics** * NPS and CSAT. * First response time. * First contact resolution (FCR). * Average PQR resolution time. * Reduction of recurring incidents. * Repurchase rate post-PQR. * Completion rate of improvement plans. * Quality of post-sales processes. **Conditions** * Work modality: On-site. * Location: Bogotá D.C. * Working hours: Monday to Friday, 8:00 a.m. to 5:00 p.m. * Salary: $3.500.000 Employment type: Full-time, Indefinite-term contract Workplace: On-site employment