With a professional experience of 20 years, Inês Ribeiro de Carvalho has been the Customer Ombudsman since 2013.
With a degree in Human Resources Management by Lusófona University, Inês began her career in the field, carrying out several corporate roles in the Jerónimo Martins Group, such as Head of Human Resources and Management Development Director, and Human Resources Director of the Company Recheio.
Over the years, Inês has developed her skills in other management areas largely due to her participation in several capacity-building courses such as the Course in General Management by Nova University, Managing Human Capital: Key Strategic Challenges by Harvard University, and the Strategic Management Programme by Kellogg School of Management in partnership with Católica University, as well as her participation in conferences and international specialisation courses endorsed by the International Ombudsman Association.
In 2009, Inês joined the Jerónimo Martins Group’s Ethics Committee and, in September 2013, took on the role of Customer Ombudsman, which she performs with a strong sense of purpose:
“It is a privilege to represent the Customer within the Jerónimo Martins Group and to ensure that his Voice is taken into account in the development and growth of the various businesses. That is why we have the responsibility to raise, as much as possible, the level of demand and professionalism with which we manage our interactions with all those who contact us and request our intervention. We must live up to their expectations and guarantee that the situations reported to us are assessed based on impartiality, independence and neutrality, being always opportunities to learn and strengthen our relationships of trust with customers through continuous mediation and by recommending measures for improvement. To all customers who contact us, we ensure that a response is provided after due appreciation.”