Global Customer Centric Director

hace 1 semana

Mexico City Metropolitan Area Recursivitum A tiempo completo


Global Customer Centric Director


Mexico City – Bosques de las lomas


Level: Director | Reports to: CIO

We are seeking a
Global Customer Centric Director
to lead our worldwide customer service strategy, drive a customer-obsessed culture, and ensure world-class service delivery across all regions.

This role is a key pillar in our digital transformation journey, global technology consolidation, and alignment between service, IT, and business strategy.


Job Purpose

To lead the global Customer Service function, ensuring exceptional service quality, operational efficiency, continuous improvement, and an elevated customer experience across all touchpoints.


Main Responsibilities Strategic Leadership

  • Develop and execute a global customer service strategy aligned with corporate objectives.
  • Promote and strengthen a customer-centric culture across the organization.

Team Leadership & Development

  • Lead, mentor, and inspire global customer service teams.
  • Foster a collaborative environment focused on growth, learning, and high performance.

Operational Management

  • Oversee day-to-day customer service operations, ensuring efficiency and excellence in all regions.
  • Implement and manage customer service technologies, including ticketing and workflow systems.

Performance Monitoring

  • Define, track, and optimize KPIs such as NPS, CSAT, FCR, SLA, AHT, and resolution times.
  • Analyze service data, identify improvement opportunities, and implement corrective actions.

Customer Experience Enhancement

  • Design and lead initiatives to boost customer satisfaction, loyalty, and retention.
  • Manage escalated issues, ensuring timely and effective resolution.

Cross-Functional Collaboration

  • Collaborate with IT, HR, Finance, Operations, and other key business units.
  • Contribute customer service insights to cross-functional and strategic projects.

Training Strategy

  • Align training programs with customer service goals and business needs.
  • Continuously evaluate and enhance training effectiveness.

Policy & Governance

  • Establish and enforce global customer service policies and procedures.
  • Ensure compliance with industry standards, best practices, and regulatory requirements.


Key Performance Indicators (KPIs)Customer Satisfaction

  • Net Promoter Score (NPS)
  • Customer Satisfaction Score (CSAT)
  • First Contact Resolution (FCR)

Operational Efficiency

  • Average Handle Time (AHT)
  • SLA adherence
  • Ticket resolution time

Team Performance

  • Employee satisfaction and engagement
  • Training completion rates
  • Staff turnover and retention


Job Requirements

  • Bachelor's degree in
    Systems Engineering, IT, or related fields
    .
  • 10+ years
    leading teams and business application projects in global or regional environments.
  • Fluent English (mandatory).

Technical Skills & Tools

  • Platforms:
    SAP, Oracle, Salesforce, Workday, ServiceNow
  • Project Management:
    PMI, Agile, Scrum
  • Frameworks:
    ITIL, DevOps, API-based integrations
  • Soft skills: leadership, strategic thinking, conflict resolution, communication, adaptability


Working Conditions

  • Full-time
  • On-site (Mexico City – Alisos)
  • 10–20% international travel required

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