Job Summary: We are seeking a CX Project Manager to lead the Customer Experience strategy, transforming insights into actionable plans and ensuring a 5-star omnichannel experience. Key Highlights: 1. Leads the omnichannel Customer Experience strategy. 2. Promotes a customer-centric culture and operational excellence. 3. Fosters professional development and internal growth. **Join our team and take customer experience to the next level!** At our company, we believe every customer interaction is an opportunity to grow, learn, and share. Here, we don’t just build processes—we build talent and memorable experiences. If you’re passionate about retail and want to join a team where collaboration and professional development are top priorities, this is your next challenge. We are currently seeking a CX Project Manager. **Primary Mission**: Lead the Customer Experience strategy to ensure a consistent 5-star experience across all physical and digital channels. You will translate insights from active listening and Marketing Intelligence into action plans that eliminate pain points in the customer journey. You will coordinate cross-functional solutions with multidisciplinary teams, ensuring operational excellence in an omnichannel retail environment. #### **Key Responsibilities:** * **Omnichannel Strategy and Culture:** Define and implement the end-to-end customer journey roadmap, ensuring alignment with business objectives and promoting a customer-centric culture across the organization. * **Journey Optimization and Innovation:** Design and deploy innovative solutions to eliminate pain points, ensuring a consistent, seamless, and personalized brand experience across all touchpoints (ON/OFF). * **Data Management and Continuous Improvement:** Monitor key metrics (NPS, KPIs, and OKRs) and Marketing Intelligence studies to evaluate initiative effectiveness, adjusting strategy to maximize retention and business value. * **Cross-Functional and Team Leadership:** Lead multidisciplinary teams and collaborate with other departments to optimize operational processes, contribute to the long-term strategic plan, and drive cultural transformation toward omnichannel excellence. #### **What We’re Looking For** * **Experience and Education:** Minimum of 5 years leading omnichannel strategies and project management, with a solid B2 level of English and advanced proficiency in the Microsoft Office suite. In-depth knowledge of CRM tools, data analytics, and customer experience methodologies. * **Leadership and Influence:** Proven ability to influence cross-departmental stakeholders and manage internal/external customers, building strong, trust-based relationships. Your leadership enables alignment across diverse functions toward a shared objective. * **Organization and Operational Control:** Highly organized and methodical profile, with exceptional time management and timeline control capabilities for complex projects. Proactively identify operational obstacles, ensuring flawless execution. * **Analytical Vision and Innovation:** Ability to translate metrics and market trends into innovative solutions that enhance the customer journey. You focus on problem-solving, using data to measure real impact on KPIs. #### **What We Offer** * **Onboarding and continuous training**, enabling your development in the role from day one. * **Responsible flexibility** and support to balance work and personal life. * **Health insurance** and wellness programs to care for you both inside and outside the workplace. * **Internal growth opportunities** and long-term career development. * **Real impact:** Be at the forefront of improving customer experience and team success. **Make every interaction count.** Your work will make a difference for our customers and our team. If you want to be part of a project where learning, growing, and transforming customer experience are everyday realities, **apply now!**