Leroy Merlin is a leading global retailer specializing in home improvement, DIY, and gardening. As a key member of the ADEO Group, the company operates a massive network of large-format stores across Europe, Asia, and South America, providing products and services for home renovation and decoration. With a workforce of over 150,000 employees globally, it stands as one of the dominant players in the retail sector.

In Spain, Leroy Merlin maintains a significant footprint with more than 130 points of sale and a central headquarters in Madrid. The company is recognized for its collaborative culture, offering employee shareholding programs and profit-sharing schemes that are highly regarded in the Spanish labor market. For international professionals, the company offers diverse opportunities not only in retail management but also in specialized central functions such as Supply Chain, E-commerce, and Product Development, often based in their Madrid corporate offices.

Founded in 1923 by Adolphe Leroy and Rose Merlin in France, the company originally sold American surplus stock. It was renamed Leroy Merlin in 1960 and later joined the Mulliez Family's ADEO Group, expanding into Spain in 1989.

For international professionals

Offers a profit-sharing scheme (participación en beneficios) and the opportunity to become a company shareholder through the ADEO group.
Maintains a massive presence across Spain with over 130 stores, providing geographic flexibility for retail management roles.
Corporate headquarters in Alcobendas (Madrid) hosts specialized roles in Supply Chain, IT, and Product Management suitable for international profiles.
Features a 'Generación L' program specifically designed to recruit and develop young university talent.
Strong emphasis on internal promotion and continuous technical training for all staff levels.

Customer Relations Coordinator - Leroy Merlin Sant Cugat

Leroy Merlin

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Job Description

Responsibilities and Mission

The Store Customer Relations Coordinator will be responsible for ensuring the best customer experience before, during, and after their visit to the store at checkout and across the various existing communication channels, through the knowledge and provision of a complete range of high-level personalized services defined by the Services Management.

They are familiar with the data for each service and promote its use, meeting objectives established based on the action plan created by the Customer Relations Leader (LRC). They are in continuous contact with the customer, which allows them to detect areas for improvement.

Together with the LRC, they propose action plans to the rest of the store. They are responsible for planning and organizing the day-to-day operations of the Customer Relations team based on the needs of the store's activity and customer flow. They are responsible for promoting the various payment services within the store, facilitating customer autonomy in line with the company strategy, as well as ensuring agile checkout for customers.

Main functions

Coordinates their team to ensure an excellent welcome (welcoming)
for the customer upon entering the store through an initial contact, guaranteeing an excellent customer experience.
Listens to customer needs through the tools available at any given time, such as NPS, GMB, and RCO. And proposes, in coordination with the LRC, action plans to respond to the detected needs.
Helps coordinate the LRC in organizing the team to regularly conduct "exit without purchase" surveys and, whenever possible, providing real-time solutions to the customer.
Helps the LRC follow up on action plans derived from "exit without purchase" surveys.

Demonstrable Requirements

A minimum of 2 years of previous experience is required.
Good knowledge of Office tools.

What do we offer?

Our Purpose

At Leroy Merlin, we have a purpose that gives meaning to who we are and everything we do, a guide that is our commitment to you and to the planet. Everything we offer seeks to awaken in you the motivation to create environments where you can live better.

Because we are sure of one thing: if we set our minds to it, changing the world is in our hands and in yours.

Benefit! By being part of Leroy Merlin

As a Leroy Merlin Spain collaborator, you have more than 70 benefits and/or advantages at your disposal classified into 6 categories, designed to provide you with the best experience as part of this great team.

You will also benefit from the Flexible Compensation and Benefits Policy offered by Leroy Merlin, such as the possibility of becoming a company shareholder, Health Insurance, childcare assistance, restaurant vouchers, and various discounts with major commercial partners, among others.

You will have a fixed salary in addition to participation in results and profits.

YOUR TALENT HAS NO LIMITS

If you would like more information about our Purpose, values, actions, and our job vacancies, we provide our Leroy Merlin Spain Corporate Employment Website.

CHANGING OUR WORLD IS IN OUR HANDS!

View original advert (Spanish)

Responsabilidades y Misión

El Coordinador Relación Cliente Tienda será responsable de garantizar la mejor experiencia al cliente antes, durante y después de su paso por tienda en el pago y en los diversos canales de comunicación existentes a través del conocimiento y puesta a disposición de una oferta completa de servicios personalizados de alto nivel definidos por la Dirección de servicios.

Conoce los datos de cada servicio y fomenta su uso, teniendo objetivos a cumplir establecidos a partir del plan de acción por el/la Líder Relación Cliente (LRC). Se encuentra en contacto continuo con el cliente y esto le permite detectar los ejes de mejora.

Con el/la LRC, propone planes de acción al resto de la tienda. Se encarga de planificar y organizar el día a día del equipo de Relación Cliente en función de las necesidades de la actividad de la tienda y del flujo cliente. Se encarga de animar los diversos servicios de pago dentro de la tienda, facilitando la autonomía del cliente, teniendo en cuenta la estrategia a nivel compañía, así como garantizar el cobro ágil de los clientes.

Principales funciones

Coordina a su equipo para garantizar una acogida excelente(welcoming)
al cliente en la entrada a tienda a través de un primer contacto. Garantizando una excelente experiencia cliente.
Escucha las necesidades del cliente a través de las herramientas disponibles en cada momento como NPS,GMB y RCO. Y propone,de forma coordinada con el LRC, planes de acción para dar respuesta a las necesidades detectadas.
Ayuda a coordinar al LRC en la organización del equipo para poder realizar de manera regular encuestas de salida sin compra y, cuando sea posible, dando solución al cliente en tiempo real.
Ayuda al LRC a dar seguimiento a los planes de acción derivados de las encuestas de salida sin compra.

Requisitos demostrables

Es necesario contar con una experiencia previa mínima de 2 años de experiencia.
Buen conocimiento en herramientas de Ofimática.

¿Qué ofrecemos?

Nuestro Propósito

En Leroy Merlin tenemos un propósito que da sentido a lo que somos y a todo lo que hacemos, una guía que es nuestro compromiso contigo y con el planeta. Y es que todo lo que te ofrecemos busca despertar en ti la motivación de crear entornos donde vivir mejor.

Porque estamos seguros de una cosa, si nos lo proponemos, cambiar el mundo está en nuestras manos y en las tuyas.

¡Benefíciate! Por ser Leroy Merlin

Como colaborador/a de Leroy Merlin España tienes a tu disposición más de 70 beneficios y/o ventajas clasificados en 6 categorías, pensados para brindarte la mejor experiencia por ser parte de este gran equipo.

Te beneficiarás además de la Política de Compensación Flexible y de Beneficios ofrecidos por Leroy Merlin, como son la posibilidad de convertirte en accionista de la compañía, Seguro de Salud, ayudas en guardería, cheques restaurante y diversos descuentos con grandes colaboradores comerciales, entre otros.

Contarás con una retribución fija además de la participación en los resultados y beneficios.

TU TALENTO NO TIENE LÍMITES

Sí quieres conocer más información acerca de nuestro Propósito, valores y acciones y nuestras vacantes de empleo, dejamos a tu disposición nuestra Web de Empleo Corporativa Leroy Merlin España.