Customer Satisfaction Manager (Process Analysis)

Description

Job Summary: We are seeking a Customer Satisfaction Manager to lead the user experience strategy, optimizing processes and analyzing data for continuous improvements. Key Highlights: 1. Lead the customer satisfaction strategy and optimize processes. 2. Analyze data and feedback to improve the user experience. 3. Implement continuous improvement plans in operations and logistics. Join our team as a Customer Satisfaction Manager! Are you passionate about optimizing processes, analyzing data, and transforming user feedback into tangible improvements? If you are an analytical-minded, efficiency-oriented individual eager to lead the user experience strategy, this opportunity is for you! What will be your primary objective? Your core mission will be to lead the customer satisfaction strategy by translating feedback into concrete actions. You will be responsible for monitoring the purchase journey, identifying root causes of friction within our operations, and implementing continuous improvement plans that optimize service quality. Your key responsibilities: NPS and Experience Metrics Monitoring: Daily supervision of NPS, CSAT (Customer Satisfaction Score), and operational KPIs associated with the shopping and delivery experience. Root Cause Analysis and Pain Point Identification: \* Systematically analyze verbatim comments from detractors and passive customers to detect operational failures. Categorize pain points by origin: deficiencies in order preparation (incomplete or incorrect orders), packaging issues (spills, temperature loss), or last-mile failures (delays, courier attitude, geolocation errors). Design and Implementation of Operational Improvements: Lead projects involving operational and/or technological components, designing action plans and working groups with Operations and Logistics teams, ensuring execution of improvements from identification through to production rollout. Education: Engineering: Our ideal profile. We seek 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 deep understanding of last-mile complexities. Essential Technical Knowledge: Data Analysis: Advanced Excel proficiency (pivot tables and cross-referencing massive databases). Continuous Improvement Methodologies: Certifications or knowledge of Lean Six Sigma (Yellow or Green Belt). Project Management: Ability to lead an initiative with operational or technological impact from conception (design) through to production release. CX Knowledge: Understanding of customer experience metrics (NPS), Customer Journey Mapping methodologies, and operational indicators (e.g., complete order rate, on-time delivery) * Permanent contract. * Competitive salary. * 8% discount for yourself and up to six additional people at our stores. * Programs focused on your well-being: * Carrefour Life (sports activities and events, exclusive discounts and benefits). * Carrefour Flexible (flexible compensation for health insurance, childcare, transportation, etc.). * Continuous training * Professional development We will review all applications with interest, and if you are selected to proceed, we will contact you to provide further details about the position and learn more about your profile. At Carrefour, we champion a workplace where every individual—regardless of gender, sexual orientation, gender identity and/or expression, beliefs, ideologies, origin, abilities, among others—can fully realize their potential.