HEAD OF CUSTOMER EXPERIENCE - MT

Description

Job Summary: The professional will be responsible for monitoring and validating the customer experience journey in stores, ensuring service excellence and continuous improvement. Key Highlights: 1. Focus on customer service experience and quality 2. Collaboration with various departments to promote customer-centric culture 3. Opportunity to propose improvements and action plans **Job Description:** ---------------------- Job description: The professional will be responsible for monitoring and validating the entire customer experience journey across stores in the region, ensuring compliance with Group-established standards. Key responsibilities include: Monitoring the customer quality and experience checklist, ensuring execution of items directed toward service excellence. Observing and evaluating store physical infrastructure, including cleanliness, ambiance, layout, and customer comfort. Analyzing service workflows and customer experience across all touchpoints, proposing improvements. Conducting on-site and periodic audits of the brand’s Critical Success Factors in the respective market and region. Preparing reports with corrective and preventive action plans, ensuring deviation resolution and continuous improvement of customer experience. Collaborating with Quality, Operations, and People Management departments to disseminate a customer-focused culture. **Desired Qualifications:** -------------------------- Professional with analytical vision, keen observational skills, consultative attitude, and ability to influence operational teams. Prior experience in process auditing, customer service, or service quality is desirable. **Employment Type:** -------------------------- INTERNSHIP **PwD (Persons with Disabilities):** -------- NOT APPLICABLE **Benefits:** --------------- Partnership with educational institutions Psychological support On-site meals Transportation allowance Health insurance Life insurance Semi-annual Profit Sharing Plan (PPR) Dental plan Discounts on vehicle and product purchases **Work Location:** ---------------------- Saga Brasil \- Setor Bueno T7 **Working Hours:** ------------------------ 12:00 PM to 6:00 PM