Customer Experience Manager - Zara

Purpose:

Person responsible for all actions related to customer experience in the store. It aims to offer the best possible service to customers, both in the moment of sales assistance and In the resolution of any subsequent problems. Will be raising awareness with the team In regard to multi-channel, promoting iPod sales and Store Mode. Have good measurement of results and creates strategies in order to Improve their customer experience in the store. Responsible to Implement company projects In regards to customer care.

Key Responsibilities

• Oversees all aspects of the customer service experience to spot improvements areas in processes and procedures and make improvements of customer service quality.
• To ensure a high level of customer satisfaction is offered in the store.
• To support customer service with product, knowledge and awareness of the new arrivals, the best sellers and fashion trends and offer alternatives with the services we provide and the technology we use in the store.
• Knows and analyze customer profile in store to implement and action strategies based on the market- current and potential target.
• It’s aware of different marketing strategies in Zara.com to inform the team in order for better information provided for customers.
• Good communication skills and fast problem solving when dealing with customer issues. Good conflict management skills.
• It’s aware of customer flow to ensure sufficient cover is in key points on the shopfloor.
• Creates and implements strategies keeping in focus the priorities of the floor in order to Improve a better customer journey .
• Train all the team In regards to Store Mode and ensure Information Is passed to customers to Improve their experience In store.
• Create a monthly analysis based on a Mystery Shopper Action and work On the results by creating a action plan.
• Train the team in providing excellent customer service and ensure the team is applying the minimums of customer service.
• Develop the team in order for them to be able to identify different customer profile and how to adapt to different needs.
• Demonstrate to the team how to create a loyal customer base in the store ensuring good service is provided.
• Train the team on using the devices in store in order to provide better customer experience.
• Comply with the Company Health & Safety Policy.
• To be an ambassador in the company’s sustainability project and ensure that the company upholds and works towards finding new, innovative and economically reductive ways to stay sustainable