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Kiwoko Logo Kiwoko · -

Customer Experience Manager

Spain, Madrid · Oferta publicada 27 de marzo de 2026
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Descripción del trabajo

¡Únete al Grupo Líder en Cuidado Animal! Grupo IskayPet es el líder en Iberia en el cuidado de los animales de compañía. Iskay, cuyo significado en quechua es “la unión de dos”, surgió en 2020 con la fusión de Tiendanimal y Kiwoko. Con nuestras tiendas físicas, clínicas veterinarias, hospital veterinario y plataforma online, nos consolidamos como la mejor opción para quienes aman a los animales en España y Portugal. Trabajamos para ser referentes en el bienestar animal, nos impulsa nuestra misión: "To care for animals and make life better". Somos más que un equipo: We Are Caretakers (WAC). Este concepto guía nuestra cultura, promoviendo el cuidado en tres pilares fundamentales: World: protegemos el medioambiente.; Animals: mejoramos la vida de los animales.; Community: creamos un entorno inclusivo y diverso para todas las personas.En Grupo Iskaypet buscamos un perfil de Customer Experience Manager que comparta nuestro propósito: the best for animals, the best for all, en las oficinas de Madrid en el departamento de Marketing&Customer. Buscamos un perfil para liderar la estrategia y ejecución de la experiencia de cliente en todos los puntos de contacto de la marca, incluyendo tiendas físicas, canal online y servicios (clínicas veterinarias, peluquerías caninas, etc.). Esta persona será la responsable de identificar oportunidades de mejora continua, diseñar experiencias memorables, y garantizar una experiencia unificada del cliente en colaboración estrecha con todas las áreas de la empresa. Su objetivo es consolidar una experiencia coherente, empática y diferenciadora que fortalezca la relación con los clientes y potencie la fidelización.

Responsabilidades

  • Diseñar la experiencia cliente: Crear y optimizar el recorrido del cliente, desde el primer contacto hasta la postventa, asegurando que cada punto de interacción sea positivo y coherente.
  • Análisis de Datos de experiencia de cliente: Recopilar y analizar datos sobre la experiencia del cliente, comentarios y tendencias para identificar áreas de mejora y oportunidades para enriquecer la experiencia del cliente.
  • Desarrollo de Estrategias: Diseñar e implementar estrategias que mejoren la satisfacción del cliente.
  • Formar y capacitar a las personas de la compañía en la importancia de la experiencia del cliente y en las mejores prácticas para interactuar con los clientes de manera efectiva.
  • Establecer mecanismos para recoger y gestionar el feedback de los clientes (encuestas, grupos de enfoque y análisis de redes sociales…), y utilizar esta información para implementar mejoras.
  • Colaboración Interdepartamental: Trabajar en conjunto con otros departamentos, para asegurar que todos estén alineados en la misión de mejorar la experiencia del cliente.
  • Estar al tanto de las tendencias del mercado y las estrategias de la competencia para identificar oportunidades de diferenciación en la experiencia del cliente.
  • Evaluar y adoptar tecnologías que puedan mejorar la experiencia del cliente, etc.
  • Medición de Resultados: Establecer métricas y KPIs para medir el éxito de las iniciativas de experiencia del cliente y realizar ajustes según sea necesario.

Requisitos

  • Persona con capacidad de organización y planificación.
  • Visión de negocio y liderazgo inspiracional.
  • Proactividad, autonomía y compromiso con la excelencia.
  • Excelentes habilidades de comunicación.
  • Capacidad para aportar soluciones y colaborar en equipo.
  • Alineación con nuestros valores.
  • Al menos 5 años de experiencia en el área de Customer Experience en el sector Retail.
  • Formación en el área de Customer Experience.
  • Buen manejo Paquete Office.
  • Valorable buen dominio de Inglés.
  • Gran capacidad para aportar y crear nuevas ideas que enriquezcan y fortalezcan nuestra cultura.

Deseable

Valorable buen dominio de Inglés.

Lo que ofrecemos

  • Horario flexible de entrada y salida.
  • Entorno #Petfriendly: ¡Tráete a tu mejor amigo a la oficina!
  • Sistema de trabajo híbrido: #teletrabajo el 50% de la jornada.
  • Jornada intensiva cada viernes y los meses de julio y agosto.
  • Posibilidad de retribución flexible (ticket restaurante, guardería y transporte) con Cobee.
  • Seguro de salud para ti y tu familia a precios competitivos.
  • Programa Erasmus a través del cual tendrás la oportunidad de vivir la experiencia de trasladarte temporalmente o de manera indefinida a cualquiera de nuestras oficinas: Málaga, Madrid y Oporto.
  • Atención psicológica sobre temas profesionales y personales.
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