Customer Experience Coordinator

Description

Job Summary: Coordinate strategies to deliver differentiated customer experiences, monitor satisfaction, and manage the voice of the customer, strengthening a market-oriented culture. Key Highlights: 1. Lead the customer experience and voice of the customer strategy. 2. Design value propositions and Customer Journey Mapping. 3. CRM management and data analytics for strategic actions. ### **Purpose / Mission** Coordinate strategies and initiatives to deliver differentiated customer experiences by enabling value methodologies, monitoring satisfaction and loyalty, and managing the "voice of the customer" to strengthen a market-oriented culture. ### **Required Experience** * **Minimum Track Record:** 2 years in this role or similar positions. * **Areas of Specialization:** Proven experience in Marketing, Sales, or Commercial functions. * **Critical Requirement:** Must demonstrate proven proficiency in executing the responsibilities described in this profile. ### **Key Responsibilities** * **Value Proposition:** Design methodologies for different segments and coordinate their implementation across channels to ensure sustainability. * **Loyalty and Sales:** Design sales contests for channels and execute loyalty strategies to ensure retention. * **Interaction Management:** Manage the interaction center (Contact Center) and define PQR processes to achieve satisfaction and loyalty. * **CRM Analytics:** Manage a holistic customer view via collaborative CRM to plan data-driven actions. * **Voice of the Customer:** Coordinate satisfaction studies, measure key indicators, and develop market monitoring strategies. * **Organizational Culture:** Define service behaviors to reinforce "Market Orientation". ### **Technical Knowledge (Skills)** * **CX Strategy:** Value proposition design, *Customer Journey Mapping*, and B2B/B2C strategies. * **Management Metrics:** In-depth knowledge of NPS, CSAT, and CES. * **Tools:** CRM platform administration and quantitative/qualitative data analysis. * **Omnichannel:** Supervision of interaction centers and PQR resolution models. ### **Education and Other Requirements** * **Education:** Specialization in Business Administration or related fields. * **Remote Work:** Position eligible for hybrid work arrangement (3 days on-site \- 2 days remote). * **Talents:** Systems and strategic thinking, negotiation ability, leadership, and influence. ### **Success Indicators (KPIs)** * Customer satisfaction and loyalty levels. * Timeliness in case resolution and post-contact satisfaction. * Achievement of innovation targets. ### **Interaction Networks** * **Internal:** Commercial teams, support, logistics, DHO, and brands. * **External:** Nutresa Group networks and businesses.