Customer Satisfaction Manager (Process Analysis)

Join our team as a Customer Satisfaction Manager!
Are you passionate about optimizing processes, analyzing data, and transforming user feedback into real improvements?
If you are a person with an analytical mindset, oriented toward efficiency, and eager to lead the user experience strategy, this opportunity is for you!

What will be your main objective?
Your central mission will be to lead the customer satisfaction strategy by translating feedback into concrete actions. You will be responsible for monitoring the purchasing journey, identifying the root causes of friction in our operation, and implementing continuous improvement plans that optimize the quality of our service.

Your main responsibilities:
Monitoring of NPS and Experience Metrics: Supervise NPS, CSAT (Customer Satisfaction Score), and operational KPIs associated with the purchase and delivery experience on a daily basis.

Root Cause Analysis and Identification of Pain Points: * Systematically analyze comments (verbatims) from detractor and passive customers to detect operational failures.

Categorize pain points according to their origin: deficiencies in preparation (incomplete or incorrect orders), packaging problems (spills, loss of temperature), or last-mile failures (delays, delivery driver attitude, geolocation).

Design and Implementation of Operational Improvements: Lead operational and/or technological component projects, designing action plans and working groups with the Operations and Logistics teams, ensuring the execution of improvements from identification to production launch.

Education:
Engineering: Our star profile. We seek a solid understanding of processes, workflows, bottlenecks, time optimization, and quality control.

Business Administration (ADE): With a strong focus on operations, data analysis, and business analysis.

Logistics and Supply Chain: With a deep understanding of the complexities of the last mile.

Indispensable Technical Knowledge:
Data Analysis: Advanced Excel skills (pivot tables and cross-referencing massive databases).
Continuous Improvement Methodologies: Certifications or knowledge in Lean Six Sigma (Yellow or Green Belt).
Project Management: Ability to lead an initiative with operational or technological impact from its conception (design) to its release to production. Knowledge of CX: Understanding of customer experience metrics (NPS), Customer Journey Mapping methodologies, and operational indicators (such as complete order or on-time delivery)

●Permanent contract.
●Competitive salary.
●8% discount for you and 6 more people in our stores.
●Programs that care about your well-being:
·Carrefour Life (sports activities and events, exclusive discounts and advantages).
·Carrefour Flexible (flexible compensation for medical insurance, childcare, transport,…).
·Continuous training
·Professional development

We will value all interested applications, and if you are the person selected to move forward in the process, we will contact you to provide more details about the position and learn more about your profile.

At Carrefour, we strive for an ideal workspace so that any person, regardless of their gender, sexual orientation, identity and/or gender expression, beliefs, ideologies, origin, abilities, among others, can deploy their full potential.