Commercial Customer Experience aims to optimize the customer's purchasing experience across all channels (physical store, e-commerce and marketplaces), ensuring that each interaction inspires confidence, empathy and facilitates closing the sale. This role combines a commercial + experiential approach, supporting both the sales team and the Marketing and Customer Service departments to strengthen conversion, retention, and brand perception. Main Responsibilities 1. Omnichannel shopping experience * Analyze and improve the customer journey from first contact to purchase (physical and digital). * Identify friction points and coordinate actions with Retail, E-commerce and Customer Service to resolve them. * Monitor consistency in the purchasing process: service, response times, clear information and Makorian tone. * Implement improvements in touchpoints (website, social media, store, marketplaces) to facilitate closing sales. 2. Lead tracking and conversion * Monitor leads generated via social media, WhatsApp, website or surveys. * Proactively follow up with interested customers to support sales closure. * Identify reasons for non-purchase and generate insights for Sales and Paid Media. * Document conversions resulting from personalized interactions in dashboard (DM, email, call). 3. Commercial communication & customer feedback Provide personalized advice on models, fabrics, measurements and configurations (especially in lines such as Imagina). * Collect customer feedback during the decision-making process and share it with Product and Marketing teams. * Support updating scripts, automated messages and commercial service templates. * Ensure communications maintain the Makorian tone: human, functional and aspirational. 4. Coordination with Marketing * Support projects such as satisfaction surveys, retail forums and perception analysis. * Share content opportunities with Marketing (reviews, success stories, happy customers). Performance Indicators (KPIs) 1. Conversion rate of attended leads. 2. Average response time to leads or inquiries. 3. Percentage of satisfaction with purchasing experience (survey). 4. # of business opportunities identified and shared with Sales. 5. % of positive reviews post-purchase. Skills & Requirements * Minimum 2 years of experience in commercial service, e-commerce or customer experience. • Strong communication, persuasion and product storytelling skills. • Knowledge of digital platforms (CRM, Shopify, social media, marketplaces). • High organizational and follow-up ability. • Empathy, results orientation and interest in design/decoration. Job type: Full-time Salary: $12,000.00 - $14,000.00 per month Work location: On-site position