**Key Responsibilities** Omnichannel shopping experience * Analyze and optimize the customer journey from first contact to purchase (physical or digital). * Identify friction points and coordinate corrective actions with Retail, E\-commerce, and ATC. * Ensure consistency in service, response times, and information provided. * Implement improvements at touchpoints (website, social media, store, marketplaces) to facilitate sales closure. Lead tracking and conversion * Monitor and follow up on leads generated via social media, WhatsApp, website, or surveys. * Proactively contact interested customers to convert opportunities into sales. * Identify reasons for non-purchase and generate **actionable insights** for Sales and Paid Media. * Record conversions and results in dashboards (DM, email, call). * Commercial communication \& customer feedback * Provide personalized advice on models, fabrics, and configurations (especially lines such as *Imagina*). * Collect feedback and share findings with Product and Marketing. * Support continuous improvement of scripts, automated messages, and commercial templates. * Maintain communication aligned with the **Makoriano tone**: human, functional, and aspirational. Coordination with Marketing * Collaborate on customer satisfaction projects, retail forums, and brand perception analysis. * Identify content opportunities (reviews, testimonials, success stories). **Success Indicators (KPIs)** * Conversion rate of attended leads. * Average response time. * Customer satisfaction level during the purchasing experience. * Identified and shared sales opportunities. * Percentage of positive reviews post\-purchase. **Profile \& Requirements** * Minimum **2 years of experience** in sales support, e\-commerce, or customer experience. * Excellent communication skills, empathy, and persuasion ability. * Knowledge of **CRM, Shopify, social media, and marketplaces**. * Organized, detail\-oriented, and results\-driven. * Passion for **design, comfort, and memorable experiences**. Employment type: Full\-time Salary: $12,000\.00 \- $14,000\.00 per month Work location: On\-site position