Manager, Customer Experience

hace 3 semanas

Ciudad de México GLIDEWELL LABORATORIES A tiempo completo

Facilitates and leads LATAM all centers through organizational initiatives and implementation.
- Provides strategic leadership to LATAM call center management to ensure all Call Center groups meet quality standards and performance expectations of providing high quality customer service to the Company’s client/customer base.
- Develops and sustains a team committed to providing a high level of proactive service including timely response and follow-up such as routine outreach to provide on-going customer support.
- Acquires a thorough understanding of key customer needs and requirements.
- Expands the relationships with existing key accounts by continuously proposing solutions that meet their objectives.
- Provides coaching and guidance to LATAM Center management to enable team to meet or exceed all customer experience objectives, initiatives, and metrics including client retention goals and service level agreements.
- Partners with General Managers to ensue Call Centers team supports Production’s needs.
- Performs root cause analysis and customer centric research to develop best-in-class customer engagement strategies.
- Defines and improves key performance indicators (KPIs) through performance management.
- Develops and implements customer experience standards, policies, and procedures to meet and support the division’s goals and
- Champions opportunities to improve the quality of the Company’s customer experience.
- Collaborates with key customer stakeholders and internal teams to develop and execute customer-specific strategies ensuring maximized and sustained value through the entire customer lifecycle.
- Partners with other division and/or functional managers to maintain open and constructive communication channels and ensure seamless client service delivery.
- Influences senior stakeholders and staff to support and execute proposed improvements via the appropriate channels and processes.
- Researches and advises executive management on potential new channels for customer engagement.
- Collaborates with cross-functional teams to impact customer effort, customer satisfaction, retention, and loyalty.
- Serves as an advisor to internal teams and leadership to provide insight on status of customer accounts.
- Develops and implements recovery strategies with long-term profitability using shared resources.
- Hires, manages, develops, reviews, and sets goals for function and staff. Supervises staff in accordance with Company policies and procedures.
- Provides coaching and training to staff in areas of problem solving, decision making, process improvement and personal growth.
- Conducts performance evaluations, reinforces positive behavior, and provides corrective feedback for performance issues.
- Performs other related duties and projects as business needs require at direction of management.

**Education and Experience**:

- Bachelor’s degree in business or related field preferred.
- Must be bilingual Spanish/English
- Minimum seven (7) years of experience leading customer experience initiatives required.
- Minimum three (3) years of experience in a team leadership role required.
- Must have worked in a call center at two (2) different multinational companies.
- Proven experience in a strategic customer-facing role, with specific expertise in delivering best-in-class service delivery required.
- Previous experience in successfully setting KPIs and metrics for customer engagement required.
- Previous experience in implementing new systems required.

Ability to commute/relocate:

- 06470, Ciudad de México,, CDMX: Reliably commute or planning to relocate before starting work (required)

**Language**:

- English & Spanish (required)

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