Customer Experience Manager – Retail/Tech

Acerca de la Empresa

Inditex is one of the world’s largest fashion retailers, with eight brands including Zara, Pull&Bear, Massimo Dutti, Bershka, Stradivarius, Oysho, Zara Home, and Uterqüe. We are committed to innovation, sustainability, and providing an exceptional customer experience across our global retail and digital platforms. Our dynamic environment fosters creativity and professional growth, constantly adapting to the evolving retail and technology landscape.

Descripción del Trabajo

We are seeking a proactive and customer-focused Customer Experience Manager to join our innovative team in Javea. This critical role will be instrumental in defining, implementing, and optimizing customer experience strategies across our retail and digital touchpoints. You will be responsible for understanding customer journeys, identifying pain points, and driving initiatives that enhance satisfaction, loyalty, and brand advocacy within our integrated retail and tech ecosystem.

Responsabilidades Clave

• Develop and execute comprehensive CX strategies aligned with business goals and customer expectations for both retail and digital channels.
• Analyze customer feedback, market trends, and competitive landscapes to identify opportunities for improvement.
• Lead cross-functional projects with retail operations, product development, marketing, and IT teams to implement CX initiatives.
• Design and manage customer journey mapping, persona development, and service blueprinting.
• Monitor key CX metrics (e.g., NPS, CSAT, customer retention) and report on performance, providing actionable insights.
• Champion a customer-centric culture throughout the organization through training and advocacy.
• Oversee the resolution of complex customer issues, ensuring timely and satisfactory outcomes.
• Identify and implement new technologies and processes to enhance the customer experience.

Habilidades Requeridas

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Minimum of 4 years of experience in Customer Experience, Retail Management, or a similar role, with a strong emphasis on technology integration.
• Proven ability to analyze data and translate insights into actionable CX strategies.
• Excellent communication, interpersonal, and presentation skills.
• Strong project management and organizational abilities.
• Proficiency in CX platforms and CRM systems.
• Fluency in Spanish and English.

Cualificaciones Preferidas

• Master's degree in a relevant field.
• Experience working in a large-scale international retail organization.
• Familiarity with Agile methodologies.
• Knowledge of emerging CX technologies like AI/ML for customer service.
• Experience with A/B testing and experimentation to optimize customer touchpoints.

Ventajas y Beneficios

• Competitive salary and performance bonuses.
• Comprehensive health and wellness benefits.
• Generous employee discount across Inditex brands.
• Opportunities for professional development and career advancement within a global company.
• Dynamic and inclusive work environment.
• Flexible working options (where applicable).
• Access to cutting-edge retail and tech training programs.

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