CX Manager in Silpo

Direct message from Silpo to the member who posted the job Anna Fed'ko Anna Fed'ko People Partner Hello) We - E-Com - are a team of lovers of Foodtech and Ukrainian products. We are a separate ambitious startup within the powerful company Fozzy Group with a cool strong team and big dreams. And also - we break the stereotypes that retail is only about tomatoes. I think you know that our projects provide a whole field for creativity and pumping of thinking. We are already actively working and pumping up the existing delivery of a wide range from Silpo stores (and now we have also introduced express delivery) and are developing ultra-fast delivery of products and dishes under a new brand LOKO is already in many cities of Ukraine. We want to know 24/7 why Guests love us, and especially what they fight for. ?We dream of daily improving for them, and for this we need a Customer experience manager in the E-com team. What will you do: Analyze the difficulties faced by our Guest from all sources of feedback (support, stories, NPS, CSI) , Build a process for the regular delivery of tickets to relevant E-com units; Form projects and initiatives in cross-functional departments; Lead a regular E-com Guest Experience committee: presentation of results, formation of focus topics for work by all teams, status tracking; organize regular Mystery Shopper among Guests of competitive delivery and reporting. You are our dream candidate if you have: Experience in project management and implementation of service improvement strategies is a must; Analytical thinking and the ability to identify and analyze problems; Ability to identify system problems and group them into projects; Understanding of lean processes will be a plus; And what do we promise: Count on us. Stable salary and official employment. Be healthy. Medical insurance, discounts on medical services and a program of psychological support. Join instantly. Helping colleagues and managers in the adaptation of newcomers. Be proud of your work. A career in a company that is one of the TOP retailers of Ukraine. Develop comprehensively. Various trainings, discounts for learning a foreign language or visiting sports facilities. Communicate freely, offer boldly. Open line for important questions, environmental and innovative ideas of employees. Feel special. Special offers in companies belonging to the Fozzy Group. Eat deliciously. Discounts on Silpo's own production (cooking, baking, confectionery, tea and coffee). Be in comfort. A modern, bright and cozy office on the Left Bank of the Dnieper, where even with power outages, you can work remotely. You already feel that we have the same expectations, then we are waiting!Show more Show less Position level Senior secondary level Type of employment Full time Industries Retail food products