X5 Group is Russia's leading retail company, managing the Pyaterochka, Perekrestok, and Chizhik retail chains, as well as digital businesses Vprok.ru, Pyaterochka Delivery, 5Post, and Food.ru.
The Client Experience Business Unit is a separate business unit of X5 Group. We focus on developing a customer-centric approach at the group and individual business levels, as well as implementing products and services aimed at increasing customer satisfaction within the group.
Tasks:
- Single point of contact for Retail Chains and Business Units, receives incoming requests from the business;
- Structures and records requests in the accounting system;
- Consolidates communication into a single clear channel, prevents loss of requests and duplication, helps the business avoid being distracted by parallel contacts with different team members;
- Regular contact and relationship development: builds and maintains regular touchpoints with key stakeholders of assigned Business Units;
- Maintains a stakeholder map (roles, influence, areas of responsibility);
- Collects incoming requests and performs initial qualification: clarifies the essence of the request; gathers minimal necessary background information;
- Classifies the request (status inquiry, consultation, operational issue, request for a scenario/pilot/product change, escalation);
- Expectation Management: honestly explains to the business what is possible now and what requires analysis, a pilot, or further development;
- Task Routing: determines who should take the request for processing (business expert, product, analytics, delivery, tech team, project office, development);
- Statuses, Transparency, and Follow-up: tracks request statuses through the funnel; reminds internal participants about deadlines and agreements; returns the status to the client on time;
- Organizing Interaction Rhythm: organizes regular meetings, syncs, status meetings with assigned Business Units, sets the agenda, gathers participants; monitors meeting effectiveness (outcomes, decisions, next steps);
- Escalations and De-escalation: identifies risks related to deadlines, conflicting expectations, or client dissatisfaction in a timely manner; escalates the issue to the appropriate level (department head, customer base development director);
- Synchronizing Internal Teams Around the Client: synchronizes positions between the business expert, product, analytics, delivery, and tech team before communicating with the Business Unit;
Expectations:
- Relevant experience in retail from 3 years, e-commerce or CRM marketing is desirable;
- Experience interacting with cross-functional teams (product, analytics, IT);
- Developed communication and expectation management skills;
- Ability to structure information and maintain documentation (backlog, statuses, protocols);
- Conflict and escalation management skills;
- Understanding of retail chain or customer service business processes;
- Basic understanding of personalization and digital marketing mechanics (sufficient for classifying requests);
- Proficiency in task management tools (Jira, Confluence, Kaiten) and CRM/SRM systems;
- Office applications (MS Office, Google Docs);
Conditions:
- Convenient office near Dobryninskaya metro station
- Flexible working hours: 5/2, from 9:00 to 18:15 (on Fridays – until 17:00)
- Hybrid work format
- Vibrant corporate life with numerous events, contests, and opportunities for creative expression
- Developed system of compensation and benefits
- Comprehensive voluntary medical insurance package (including international coverage and dental care)
- Life and health insurance
- Discounts in X5 retail stores: Pyaterochka, Perekrestok
- Corporate mobile communication
- Prime-zone privileges program (discounts on goods and services and special offers from partner companies)
