CX Strategy Manager

hace 2 meses


distrito federal, México Factorial HR A tiempo completo

At Factorial, we are looking for a talented CX Strategy Manager to join our team and play a crucial role in shaping the future of our customer experience. Are you ready to take on this challenge?

The Role

As the CX Strategy Manager, you will be the right-hand person to our VP of Customer Experience. You will be responsible for analysing, developing, and implementing new strategies and cross-functional plans that will enhance our customer experience in the coming months and years.

Do you want to make a tangible impact through your work? In this role, you will lead the project management of initiatives such as the redesign of Factorial’s Customer Journey, the crafting and implementation of new automations for our Longtail department, and numerous other exciting changes currently in development.

Are you data-driven yet inspired by collaborating with a wide range of talented professionals? This role combines analytical and forecasting skills with project management. Your insights, along with your ability to persuade and collaborate with stakeholders across the entire organisation, will be essential in shaping our CX initiatives and driving the business forward.

Responsibilities:

Have a Key Impact on the Strategy:

As the primary Project Manager for CX, you will co-create, co-design, develop, implement, and evaluate the impact of our CX strategies. You will coordinate complex projects that affect multiple teams, ensuring proper planning and execution.

Work Closely with Senior Management:

Reporting directly to our VP of Customer Experience, you will collaborate closely with the management of various CX teams, as well as other senior stakeholders within the company, supporting them in making more informed decisions.

Be a Key Provider of Insights, Analysis, and Reports:

You will identify trends and opportunities, converting them into actionable insights to support strategic decisions. By using these data-driven insights, you will optimise customer interactions and enhance satisfaction and loyalty. Using tools such as SQL, you will extract and analyse customer data, develop reports and dashboards to track key performance indicators (KPIs) and assess CX initiatives. You will also utilise this data to create forecasting models that predict customer trends and measure the organisation’s performance.


Skills and Qualifications:

  • Education: Bachelor’s degree in Engineering, Business, or a related field.
  • Experience: Minimum of 3 years in business consulting, preferably in customer experience projects, including data analysis, project management and forecasting.
  • High Analytical Skills: Ability to analyze data, identify trends, and provide actionable insights.
  • Advanced Communication Skills: Excellent verbal and written skills, with the ability to transform complex data into insights that can be communicated.
  • Advanced knowledge of Excel/PowerPoint and Google Sheets/Google Slides is a must.
  • SQL knowledge is highly desirable, including a good command of SQL for data extraction and reporting.
  • Technical Proficiency: Familiarity with CRM systems and experience in data visualization tools (e.g. Power BI) is desirable.
  • Language Skills: Proficiency in Spanish and English is a must.

Perks of Being Part of Our Team:

  • Financial Benefits: Save with Cobee and get your salary in advance with Payflow.
  • Health and Wellness: Access to a free physiotherapist, Gympass, and Alan private health insurance.
  • Learning and Development: Language classes with Yolk Academy, Factorial Language Exchange.
  • Discounts: Syra and Nora Real Food discounts.
  • Office Perks: Breakfast, organic fruit, free caffeine and theine.
  • Work Environment: Flexible schedules, pet-friendly atmosphere, and no dress code.

About Factorial HR: Factorial is a fast-growing HR software startup founded in 2016. Our mission is to help SMEs automate HR workflows, centralize people data, and make informed business decisions. Serving thousands of customers in over 60 countries, we’ve built a diverse team of over 900 people across Barcelona, Brazil, Mexico, and the US. With over $80M in funding from top international venture capital firms this year alone, Factorial is a place where innovation thrives.

Interested? If you’re excited about making an impact and shaping the future of customer experience at Factorial, we want to hear from you

How to Apply:
Submit your resume and a cover letter detailing your relevant experience and qualifications to (application email/website).

#J-18808-Ljbffr

  • distrito federal, México DiDi Global A tiempo completo

    Company Overview: DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and...

  • Sub-director Cx

    hace 6 meses


    Federal, México HAYS A tiempo completo

    Insurance company seeking for a CX Sub-Director **Your new company**: LATAM Insurance company who offers an extended variety of products for a multisegmented target market. **Your new role**: As CX/Operations Sub-Director, you will be in charge of supervising the concrete delivery of our services, including personalized CX and administrative tasks within...


  • distrito federal, México Coca-Cola HBC A tiempo completo

    For 138+ years, The Coca-Cola Company has grown to become the most recognizable brand in the world. As we have diversified our portfolio organically and inorganically, we are constantly adapting and leading the ever-changing market. As we navigate the dynamic global environment, we continue to evolve and innovate. What You’ll Do for Us: Adopt and adapt...


  • distrito federal, México The Coca-Cola Company A tiempo completo

    For 138+ years, The Coca-Cola Company has grown to become the most recognizable brand in the world. As we have diversified our portfolio organically and inorganically, we are constantly adapting and leading the ever-changing market. As we navigate the dynamic global environment, we continue to evolve and innovate.What You'll Do for Us: Adopt and adapt the...


  • distrito federal, México Oracle A tiempo completo

    Retail Industry Strategy Manager (this position is not a management position) Location: BR and MX About the Role: We are seeking an experienced and dynamic Retail Industry specialist to join our team. In this role, you will lead the development and execution of strategic initiatives for Retail Industry, ensuring alignment with our global objectives and...

  • Sr Program Manager

    hace 1 mes


    distrito federal, 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 Delivery CX Sr. 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 experience in...


  • distrito federal, México Coca Cola A tiempo completo

    Description Summary : We’re accelerating our momentum as the fastest growing large consumer goods company in Latin America. People are our focus when we’re collaborating with our diverse network of locally connected bottling partners, and when we’re returning every drop of water we use to communities and nature. We empower our employees to challenge...

  • Strategy Analyst

    hace 2 meses


    distrito federal, México Apple A tiempo completo

    Summary : The people here at Apple don’t just build products they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple and help us leave the...

  • Talent Strategy

    hace 4 semanas


    distrito federal, México Mercer A tiempo completo

    Talent Strategy & Employee Experience Sr. Manager Consultant Mercer Mexico is seeking candidates for the following position TALENT STRATEGY AND EMPLOYEE EXPERIENCE SENIOR CONSULTANT to join our multi-disciplinary CONSULTING TEAM in Mexico City offices. What can you expect: The Talent Strategy and Employee Experience Practice provides advice to a wide range...

  • Strategy Senior Manager

    hace 4 semanas


    distrito federal, México The Coca-Cola Company A tiempo completo

    Location(s): Colombia City/Cities: Bogota Travel Required: 00% - 25% Relocation Provided: No Job Posting End Date: November 22, 2024 Job Description Summary: We’re accelerating our momentum as the fastest growing large consumer goods company in Latin America. People are our focus when we’re collaborating with our diverse network of locally...

  • Talent Strategy

    hace 3 semanas


    distrito federal, México MX006 Mercer Human Resource Consulting S.A. de Cv A tiempo completo

    Talent Strategy & Employee Experience Sr. Manager Consultant Description : Mercer Mexico is seeking candidates for the following position TALENT STRATEGY AND EMPLOYEE EXPERIENCE SENIOR CONSULTANT to join our multi-disciplinary CONSULTING TEAM in Mexico City offices. What can you expect : The Talent Strategy and Employee Experience Practice provides advice...

  • Director, People Strategy

    hace 3 semanas


    distrito federal, México Publicis Groupe A tiempo completo

    Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting and customer experience with agile engineering and...

  • CX Specialist

    hace 2 meses


    distrito federal, México Nubank A tiempo completo

    About the team To build a strong and diverse team is one of our most precious values, therefore your work will be decisive for our success in developing the Customer Experience Chapter. You will help us to implement the customer excellence structure and be part of the construction of an amazing company that is bringing a financial revolution to Mexico. ...


  • distrito federal, México Nielsen A tiempo completo

    The Marketing Technology & Data Team is a Center of Excellence responsible for the design, development, and execution of the digital, platform, and data strategy. This includes the management of the Nielsen corporate website, which empowers Nielsen audiences with value through content, insights, and solutions. In this role, you will drive Nielsen’s...


  • distrito federal, México Google Inc. A tiempo completo

    Strategy and Operations Manager, Revenue Acceleration, Google Cloud Please submit your resume in English - we can only consider applications submitted in this language. Only applications of candidates with Mexican citizenship will be evaluated for this role in compliance with the provisions of Article 7 of the Federal Labor Law. Minimum Qualifications:...


  • distrito federal, México Zendesk, S. De R.L. DE CV (Mexico) A tiempo completo

    AMER Marketing Strategy and Analytics Manager We are searching for an experienced and results-driven Marketing analyst to be a strategic thought partner to our regional Marketing leadership. The ideal candidate will be an expert at using data to drive GTM strategies, bringing a regional perspective to understand customer behavior, and measure marketing and...

  • Senior Manager

    hace 4 semanas


    distrito federal, México American Express A tiempo completo

    Senior Manager - Merchant Pricing and Revenue Management Strategy With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow...


  • distrito federal, México Citigroup Inc. A tiempo completo

    The Strategy Senior Manager accomplishes results through the management of professional team(s) and department(s). Integrates subject matter and industry expertise within a defined area. Contributes to standards around which others will operate. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate...


  • distrito federal, México Diageo A tiempo completo

    Job Description : Diageo is the world’s leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray, and Guinness. With over 200 brands in 180 countries and a global network of entrepreneurial individuals, our teams blend a diverse range of experience, knowledge, and skills....


  • distrito federal, México Tbwa ChiatDay Inc A tiempo completo

    To build a strong and diverse team is one of our most precious values, therefore your work will be decisive for our success in developing the Customer Experience Chapter. You will help us to implement the customer excellence structure and be part of the construction of an amazing company that is bringing a financial revolution to Mexico. In 2 years we have...