Consumer Care Senior Manager
hace 3 semanas
Enhance the Consumer Experience in LATAM as a Senior Manager of Consumer Care Operations. Develop and implement the overall LATAM Consumer Experience Strategy, collaborating with different countries and cross-functional teams.
Key Responsibilities:
- Develop and implement the Consumer Experience Strategy for LATAM, ensuring alignment with company goals.
- Manage and maintain relationships with third-party vendors, including performance monitoring and contract negotiation.
- Lead and execute various Consumer Care projects across LATAM, standardizing processes and optimizing workflows.
- Develop and standardize Community Management operations across all LATAM countries, providing guidance to the vendor on handling consumer interactions.
Required Skills and Experience:
- Minimum 5 years of experience in Consumer Care, Customer Service, or a related field, with a deep understanding of best practices and industry trends.
- Proven track record of successfully managing third-party vendors, including contract negotiation, performance monitoring, and relationship building.
- Demonstrated ability to manage multiple projects simultaneously, from initiation to completion, within budget and timeline constraints.
- Fluency in Spanish and English is required, with Portuguese highly desirable.
Leadership Qualities:
- Demonstrated ability to lead and motivate indirect teams, providing guidance and support to achieve shared goals.
- Excellent communication skills, with the ability to communicate effectively with diverse audiences, including internal stakeholders, external vendors, and consumers across different cultures.
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