Client Experience Manager - (Bogotá, Colombia)

Unicorn Moving & Storage; Colombia; On-site; COP 58,792,097 - 83,988,711; Full time

Job summary

A veteran-owned moving company in Bogotá seeks a Client Experience Manager to own the entire customer journey, ensuring smooth transitions from booking to move completion. The role demands strong English communication, attention to detail, and the ability to remain calm under pressure. You will coordinate between teams, manage expectations, and strive for five-star reviews. Competitive monthly salary is $1,400, with potential bonuses, reflecting performance quality and customer satisfaction.

Qualifications

• Experience in customer service, operations, logistics, or coordination roles is preferred.
• Judgment, discipline, and professionalism are essential.

Responsibilities

• Conduct detailed pre-move confirmation calls with customers.
• Act as the primary customer point of contact on move day.
• Coordinate closely with crews and dispatch throughout execution.

Skills

Strong English communication skills

Attention to detail

Customer service experience

Decision-making ability

Ability to remain calm under pressure

Job description

Client Experience Manager

Own the Move. Protect the Experience. Deliver Five-Star Outcomes.

Unicorn Moving & Storage

Full-Time • In Office (Bogotá, Colombia)

About Unicorn

Unicorn Moving & Storage is a veteran-owned, 30+ year, five-star U.S. moving company with a reputation built on professionalism, consistency, and doing things the right way.

We are not a startup figuring things out as we go.

We are a disciplined, process-driven company scaling thoughtfully, and our Bogotá team is a critical part of our U.S. operations.

This role exists because great customer experiences do not happen by accident.

They happen when someone owns the details, the communication, and the outcome.

About the Role

As Client Experience Manager, you are responsible for owning the customer experience from booking through move completion.

You serve as the central point of coordination between Sales, Operations, Dispatch, and Field Crews, ensuring that every move is clearly scoped, professionally executed, fully paid, and closed out with confidence.

This is not a reactive support role.

This is an ownership role.

You will be trusted to communicate clearly, enforce process, protect revenue, and create calm in moments that matter most to our customers.

If you enjoy responsibility, clarity, and delivering excellence under pressure, you will thrive here.

You are empowered to pause, clarify, and elevate when necessary to protect both the customer experience and the company.

What You’ll Do

• Conduct detailed pre-move confirmation calls with customers
• Review and verify inventory, access details, logistics, and scope
• Identify and proactively resolve gaps or risks before move day
• Set clear expectations around pricing, timing, and payment
• Act as the primary customer point of contact on move day
• Coordinate closely with crews and dispatch throughout execution
• Enforce change orders professionally when scope changes arise
• Ensure same-day payment collection is completed cleanly
• Document all updates accurately in the CRM
• Close moves with professionalism and confidence
• Request five-star reviews when appropriate
• Provide feedback to Sales and Operations to improve future moves

How Success Is Measured

• Inventory accuracy and scope alignment
• Change orders documented and approved before execution
• Same-day payment collection rate
• Five-star review percentage
• Reduction in post-move issues and disputes
• Quality of documentation and communication

Compensation

• Base Salary: $1,400 USD per month
• Performance Bonus: Up to $600 USD per month
• Total On-Target Earnings: $2,000 USD per month

Bonuses are tied to execution quality, payment collection, accuracy, and customer outcomes.

If you perform well, you earn well.

What We’re Looking For

• Strong English communication skills (clear, professional, neutral accent)
• Experience in customer service, operations, logistics, or coordination roles
• High attention to detail and follow-through
• Comfort handling responsibility and making decisions
• Ability to remain calm, professional, and confident under pressure
• Pride in delivering excellent work and owning outcomes

Moving industry experience is helpful but not required.

Judgment, discipline, and professionalism matter more.

Why This Role Matters

This position directly impacts:

• Customer trust and satisfaction
• Revenue protection and margin
• Operational efficiency
• Brand reputation in the U.S. market

This is a role where your work is visible, valued, and impactful.

Required Step to Apply

All applicants must complete our Culture Index assessment to be considered:

👉 https://go.cultureindex.com/p/AA4mcMEYUk7qgYk4aVpt

Applications without the assessment will not be reviewed. eld is preferred