Customer Experience Manager
hace 4 días
FlThe Customer Experience Manager plays a critical role in leading and developing a high-performing team dedicated to delivering exceptional service to our customers and internal partners. This position oversees Customer Experience Team Leads, agents, and other individual contributors, ensuring alignment with company standards while driving continuous improvement in service quality. This role will provide leadership, guidance, and coaching to team leads and frontline staff, ensure compliance with company policies and service standards, monitor and enhance the quality of customer interactions, collaborate with cross-functional teams to resolve issues and improve processes, and analyze performance metrics and implement strategies for improvement. This is a full-time (40h/week), salaried, remote position working Monday to Friday, 8am to 4:30pm EST. This role has a compensation range of MXN 486,200 to 561,000 per year. **Responsibilities** - Champion continuous improvements to enhance the MaryRuth’s customer experience, including by mapping the customer journey and proactively identifying intervention points to elevate the experience, and evaluating and piloting new strategies to maximize customer value and loyalty. - Lead the Community Experience team, which includes social media engagement public review engagement as well as Service Recovery initiatives aimed at strengthening brand reputation and restore customer confidence after negative experiences. - Act as the primary representative for talent acquisition efforts for Customer Experience roles, including the interviewing, hiring, onboarding, and training of new team members. - Conduct performance management, including quarterly and annual reviews for direct reports. - Drive key outcomes such as customer retention, reduced churn, and improved satisfaction. - Guide the Customer Experience Team in resolving complex issues and effectively handling escalation. - Develop and refine customer listening strategies, segmentation approaches, and improvement initiatives. - Oversee process governance, ensuring MaryRuth’s systems for tracking and managing customer interactions remain efficient and evolving. - Ensure policy adherence and leadership alignment, supporting Team Leaders in coaching and guiding their teams. - Facilitate weekly leadership meetings to review feedback, align priorities, and implement action plans. - Collaborate cross-functionally with Customer Experience Technology and IT teams to resolve technical issues. - Monitor and achieve individual and departmental KPIs, ensuring performance standards are consistently met. - Perform additional duties as assigned and support organizational initiatives. - Be available to occasionally work holidays and weekends as required by business needs. - Travel occasionally (
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Customer Experience Manager, Senior
hace 1 semana
Ciudad de México Infor A tiempo completoGeneral information- Country- Mexico- City- Mexico City- Department- Customer Relations- Job ID- 37177- Description & Requirements- The Customer Experience Manager (CEM), Senior will build, develop, and mature multi-level customer relationships to foster partnerships with all levels of the customer organization including executive and C-Level to ensure...
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Project Manager
hace 3 semanas
Ciudad de México albo A tiempo completoalboalbo is a leading fintech company offering financial products to individuals and SMB’s with the mission to bring financial freedom to everyone everywhere.Job descriptionWe are looking for a Project Manager who will be responsible for leading the strategic solutions for the Customer Service team. This role will improve the communication interface with...
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Customer Experience Manager
hace 7 días
Ciudad de México, Ciudad de México High Flow A tiempo completoSobre nosotrosSomos 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...
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Project Manager
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Ciudad de México Uber A tiempo completo**About the Role**- At Uber, providing excellent customer support to our users is a core feature of our product experience. As a Safety / Advanced Support Program Manager, you will be responsible for listening to users, understanding the root causes of painful customer experiences and helping to design solutions to reduce them, striving to build a phenomenal...
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Associate Manager, Customer Experience
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Ciudad de México Zendesk A tiempo completo**Zendesk is seeking a CX Associate Manager to join our Customer Experience, Strategy, and Innovation Team! This person will report to the Sr. Director of Customer Experience and play a critical role in supporting our ever evolving programs focused on the executive persona (both internally and externally). Your main focus will be related to helping our team...
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Customer Experience Manager
hace 2 semanas
Colonia Bosques de las Lomas, México Unilever A tiempo completo**Unilever is currently hiring for**Customer Experience Manager**BPC**:**Function**:Customer Experience Manager**Reports to**: Customer Experience Director Mexico**Scope**: Mexico**Location**: Bosques**Terms & Conditions**: Full-time position. Local conditions apply. Previous experience in Customer Experience desired, strong communication skills, and...
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Customer Experience Manager
hace 2 semanas
Colonia Bosques de las Lomas, México Unilever A tiempo completo**Unilever is currently hiring for**Customer Experience Manager**BPC**: **Function**:Customer Experience Manager **Reports to**: Customer Experience Director Mexico **Scope**: Mexico **Location**: Bosques **Terms & Conditions**: Full-time position. Local conditions apply. Previous experience in Customer Experience desired, strong communication skills,...
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Technical Customer Experience Manager
hace 4 semanas
Ciudad de México Nutanix A tiempo completo**Hungry, Humble, Honest, with Heart.****The Opportunity**Are you an experienced professional with a strong technical background in customer experience and a deep-seated passion for building lasting relationships with senior-level customers? If so, you will thrive on our team which values collaboration, technical credibility, and the opportunity to drive...
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Technical Customer Experience Manager
hace 2 días
Ciudad de México Nutanix A tiempo completo**Hungry, Humble, Honest, with Heart.** **The Opportunity** Are you an experienced professional with a strong technical background in customer experience and a deep-seated passion for building lasting relationships with senior-level customers? If so, you will thrive on our team which values collaboration, technical credibility, and the opportunity to drive...
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Retail Customer Experience Híbrido Cdmx
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Ciudad de México Training Talent A tiempo completoCapacitación y certificaciones constantes, ambiente relajado, trabajo por objetivos, estabilidad laboral; somos una consultora especializada en soluciones de Big Data y Analítica Mundial, buscamos para nuestro equipo un consultor Customer Experience con altos conocimientos en retail para el desarrollo de proyectos de Gestión Avanzada de Clientes,...
