Job Summary: Your mission will be to implement customer satisfaction and loyalty strategies, strengthening customer retention. Key Responsibilities: 1. Implement customer satisfaction and loyalty strategies. 2. Analyze customer behavior and reasons for churn. 3. Support satisfaction and quality initiatives in coordination with various departments. **Job Description** ---------------------- Your mission will be to implement customer satisfaction and loyalty strategies, strengthening customer retention. Main responsibilities: * Monitor satisfaction, loyalty, churn, NPS, quality, and other KPIs through continuous performance tracking. * Analyze customer behavior and reasons for churn using data from multiple sources and analytical tools. * Track action plans derived from KPIs, studies, and insights, coordinating with responsible departments to ensure fulfillment of agreed commitments. * Support the implementation of satisfaction, loyalty, and quality initiatives in coordination with business units, operations, channels, and other involved areas. * Prepare executive reports, presentations, and dashboards featuring satisfaction, churn, quality, and loyalty metrics. * Monitor compliance with quality standards and customer experience requirements across commercial and service processes by analyzing data and tracking KPIs. * Identify opportunities for automation, optimization, and innovation within satisfaction and loyalty processes. * Support early-warning systems for churn risk or customer experience deterioration through continuous analysis of KPIs and customer behavior. **Candidate Requirements** -------------------------- * Bachelor’s degree in Industrial Engineering, Business Administration, Marketing, or related fields. * Minimum 2 years of experience in CX, VoC, Loyalty, Quality, or Analytics. * Proficiency in tools such as CX platforms, CRM, Power BI, and Excel. * Experience monitoring and analyzing satisfaction, loyalty, churn, NPS, and related metrics. This opportunity is open to persons with disabilities. **Selection Process** ------------------------ Our selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1. Apply to this position. 2. Check your email. 3. Log in to Aira and respond to the requested questions and/or assessments. If your profile matches our requirements, we will contact you via email (through Aira) to proceed to the in-person stage. **About Us** ------------------ We are over 88,000 people who work every day toward our firm Purpose — Simplify and Enjoy Life More. We operate in 9 countries and comprise five major brands across diverse industries: Falabella Retail, Sodimac, Banco Falabella, Tottus, and Mallplaza. Each brand shapes who we are, and together — as One Team — we continuously reinvent ourselves and exceed our customers’ expectations. A team full of dreams that makes things happen. We dare to launch new ventures and innovate, take risks, and create opportunities enabling us to remain at the forefront — constantly reinventing ourselves to deliver the best shopping experience at every touchpoint with us.
Valentina Rodríguez
Indeed · HR
Valentina Rodríguez
Indeed · HR
