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The Retail InStore Experience Specialist will be responsible for the overall customer experience within Retail operations in Rappi. They will monitor customer satisfaction KPIs and develop plans to improve it, implementing effective customer feedback mechanisms and data analysis processes while working cross-functionally with multiple teams to ensure that the voice of the customer is heard and acted upon.

As part of Rappi, you will be responsible for:

Responsibilities

• Develop and implement a customer-centric strategy: Define and execute a comprehensive customer experience strategy that aligns with Rappi's vision, values, and business objectives. Ensuring that every touchpoint of the customer journey during his/her purchase reflects a positive and consistent experience.

• Voice of the customer: Act as the advocate for the customer within the organization. Gather customer feedback through surveys, reviews, and data analysis, and translate insights into actionable recommendations for improving the app's features, functionality, and overall customer experience within the Retail operation.

• Collaborate with cross-functional teams: Work closely with product managers, designers, and operations to integrate customer feedback and insights into product development, feature enhancements, or operational processes.

• Continuous improvement: Monitor key performance indicators and proactively identify areas for improvement. Propose strategies to address customer pain points, enhance satisfaction, and increase loyalty. Regularly evaluate the effectiveness of implemented solutions and iterate as necessary.

• Champion customer-centric culture: Foster a customer-centric mindset by promoting a deep understanding of customer needs and expectations. Encourage collaboration and effective communication between teams to deliver exceptional customer experiences.

• Stay up-to-date with industry trends: Keep abreast of emerging trends, best practices, and innovations. Leverage this knowledge to propose and implement relevant strategies to stay ahead of the competition.

Qualifications

• Bachelor's degree: A bachelor's degree in engineering, business administration, or a related field.

• Proven experience: Minimum of 3 years of experience in operations related roles, preferably within the retail or e-commerce B to C industry.

• Strong analytical and SQL expertise: Proficiency in SQL to gather, analyze, and interpret customer data, extract meaningful insights, and drive data-informed decision-making. Experience with data visualization tools is a plus..

• Customer-centric mindset: Deep empathy for customers and a strong passion for delivering exceptional customer experiences.

• Strategic thinking: Ability to develop and execute customer experience strategies that align with business objectives and drive measurable outcomes.

• Innovation and adaptability: Demonstrated ability to think creatively, adapt to changing customer needs and industry trends, and drive continuous improvement.

• Collaboration and influence: Excellent interpersonal and communication skills to collaborate effectively with cross-functional teams and influence stakeholders at different levels of the organization.

• Spanish and English

Good and now, what are the requirements for me to be part of this neon universe?

Responsibilities

• Develop and implement a customer-centric strategy: Define and execute a comprehensive customer experience strategy that aligns with Rappi's vision, values, and business objectives. Ensuring that every touchpoint of the customer journey during his/her purchase reflects a positive and consistent experience.

• Voice of the customer: Act as the advocate for the customer within the organization. Gather customer feedback through surveys, reviews, and data analysis, and translate insights into actionable recommendations for improving the app's features, functionality, and overall customer experience within the Retail operation.

• Collaborate with cross-functional teams: Work closely with product managers, designers, and operations to integrate customer feedback and insights into product development, feature enhancements, or operational processes.

• Continuous improvement: Monitor key performance indicators and proactively identify areas for improvement. Propose strategies to address customer pain points, enhance satisfaction, and increase loyalty. Regularly evaluate the effectiveness of implemented solutions and iterate as necessary.

• Champion customer-centric culture: Foster a customer-centric mindset by promoting a deep understanding of customer needs and expectations. Encourage collaboration and effective communication between teams to deliver exceptional customer experiences.

• Stay up-to-date with industry trends: Keep abreast of emerging trends, best practices, and innovations. Leverage this knowledge to propose and implement relevant strategies to stay ahead of the competition.

Qualifications

• Bachelor's degree: A bachelor's degree in engineering, business administration, or a related field.

• Proven experience: Minimum of 3 years of experience in operations related roles, preferably within the retail or e-commerce B to C industry.

• Strong analytical and SQL expertise: Proficiency in SQL to gather, analyze, and interpret customer data, extract meaningful insights, and drive data-informed decision-making. Experience with data visualization tools is a plus..

• Customer-centric mindset: Deep empathy for customers and a strong passion for delivering exceptional customer experiences.

• Strategic thinking: Ability to develop and execute customer experience strategies that align with business objectives and drive measurable outcomes.

• Innovation and adaptability: Demonstrated ability to think creatively, adapt to changing customer needs and industry trends, and drive continuous improvement.

• Collaboration and influence: Excellent interpersonal and communication skills to collaborate effectively with cross-functional teams and influence stakeholders at different levels of the organization.

• Spanish and English

Worker type:

Regular

Company:

Rappi Technology Colombia

For more information check our website https://about.rappi.com/es and check our reviews on Glassdoor https://acortar.link/Eqm07Q

we are waiting for you to build and deliver the magic together! #Rappi 🧡