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Customer Experience Specialist
2 months ago
NEW Store Coming Soon to Aventura Mall
About the Company:
Massimo Dutti (Inditex Group) was founded in 1985 and was acquired by Inditex in 1991. It now has over 700 stores in more than 72 countries. The brand was originally aimed at men’s fashion. Starting in 1995, women’s fashion was launched in all its dimensions: from the most urban lines to the more casual. With this, Massimo Dutti has consolidated at all levels as a group with national and international growth, which today has over 9,000 employees.
About the role:
Customer Experience Expert
Roles based in Massimo Dutti Aventura (New Opening)
Purpose:
Collaborate with the team to ensure a customer-oriented approach that guarantees a positive customer experience.
Profile:
A leader and motivator of the team, possessing extensive knowledge of all key aspects of the customer experience in the store.
Excellent ability to train and communicate effectively.
Interested in gaining insights into products, fashion trends, and local market competitors.
Responsibilities:
People:
Identify the development needs of the staff in the customer service area and, in cooperation with managers, propose training sessions.
Organize and conduct the planned training sessions for the store’s staff.
Welcome new hires and conduct their onboarding training, ensuring a customer-focused approach from the first day of work.
Organize and supervise the quality of the training sessions (Journal and Premier Vision).
Ensure the implementation of the customer experience project.
Client:
Provide specialized advice to customers, identifying and adapting to their needs through your knowledge of fashion and styling.
Propose new strategies to improve customer service, focusing on specific aspects: interaction and experience.
Constantly supervise the service provided by the team to customers and use feedback as the main tool for the team’s continuous improvement.
Motivate the team to foster a positive customer service attitude.
Tools:
Ensure the effective use of iPods as a support tool for the customer experience (online orders, source of product information for customers, etc.).
Use analytical tools (Store Map - Cliente; PowerBI for Customer) and track KPIs to improve the customer experience.
Requirements:
2 years of experience in a related role within the fashion retail sector.
Exceptional written and verbal communication abilities.
Ability to handle inquiries, resolve issues, and provide appropriate solutions.
Strong ability to empathize and connect with customers.
Proficiency in project management software and product analytics platforms.
Additional Qualifications:
Experience in gathering and interpreting customer experience information.
Ability to work closely with other departments to ensure a consistent and high level of customer service.
Massimo Dutti USA, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, gender, gender identity and expression, sex, sexual orientation, disability, age, citizenship status, veteran status or any other characteristic protected by applicable federal, state or local laws.
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