Customer Experience Manager
hace 2 semanas
Sobre nosotros
Somos una consultora de Executive Search con presencia en LATAM. Nos reconocen por nuestro equipo senior, la calidad de nuestros servicios y la especialización por áreas. Somos un equipo jóven, vibrante, enérgico y apasionado por lo que hacemos.
Ayudamos a las empresas a encontrar al talento que necesitan para alcanzar su máximo potencial. Trabajamos en equipo, de manera colaborativa con una mentalidad abierta al aprendizaje y mejora continua.
Nuestro objetivo es tener un impacto positivo en la vida de clientes, candidatos, proveedores y nuestro equipo.
Descripción del puestoNuestro Cliente:
Empresa líder en eCommerce en LATAM, se encuentra en búsqueda de un Customer Experience Manager para México.
Responsabilidades:
- Liderar la estrategia de Customer Experience en México, siendo la voz del cliente local dentro de la compañía.
- Diseñar y ejecutar la estrategia de Customer Experience para México, adaptando las mejores prácticas globales al contexto local.
- Liderar al equipo de CX local asegurando un entorno de desarrollo y performance.
- Representar la voz del cliente, identificando tendencias,oportunidades de mejora y compartiendo insights con áreas como Producto, Marketing, Tech,etc.
- Medir y mejorar continuamente los principales KPIs de experiencia y eficiencia (CSAT, NPS,SLA,tiempo de respuesta, etc.).
- Construir e implementar procesos, herramientas y rutinas que eleven el estándar de atención.
- Experiencia sólida liderando equipos de atención al cliente (idealmente multicanal) y al menos 3 años liderando líderes.
- Experiencia previa construyendo o desarrollando equipos en contextos de startup o crecimiento acelerado.
- Residencia en Ciudad de México o alrededores, con disponibilidad para trabajar de manera híbrida.
Competencias Requeridas:
- Perfil analítico, con conocimiento profundo de métricas de experiencia del cliente y capacidad de generar insights accionables.
- Excelentes habilidades de planificación, organización y ejecución de proyectos de mediano y largo plazo.
- Capacidad de influenciar, comunicar y trabajar de forma colaborativa con diferentes áreas.
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