Customer Experience Manager

Culligan Colombia; Bogotá ciudad; Hybrid; COP 180,000,000 - 240,000,000; Full time

Job summary

Culligan Colombia is seeking a Customer Experience Manager to lead the CX strategy and Service Excellence in Colombia. This senior role connects customer insights, operational performance and business results to strengthen satisfaction, retention and profitability.

You will design and drive the end-to-end customer journey, lead Voice of Customer programmes, monitor key CX metrics and translate insights into action plans across the business.

Qualifications

• Bachelor's degree in Engineering, Business Administration or Marketing.
• MBA or postgraduate degree in Business, Customer Experience, Operations or Strategy.
• 8+ years in Customer Experience, Customer Loyalty or Customer Service.
• Experience leading multidisciplinary teams.
• Experience in service-oriented and digitally transforming companies, preferably in B2B.
• Knowledge of CRM, data analytics and Lean or CX Design.
• Advanced English.
• Strong strategic thinking and executive communication skills.

Responsibilities

• Develop and execute the national Customer Experience strategy.
• Lead the continuous improvement of the end-to-end Customer Journey.
• Drive Voice of Customer initiatives and translate insights into action plans.
• Monitor CX indicators such as NPS, CSAT, churn, retention and customer complaints.
• Establish a strong closed-loop management approach to identify root causes and drive measurable improvements.
• Strengthen service standards, SLAs, operational processes and performance metrics.
• Leverage data, CRM, digital tools and automation to improve customer experience and operational efficiency.
• Lead cross-functional initiatives with Sales, Operations, Finance, IT, HR, Supply Chain and Product.
• Lead and develop the Customer Experience team.
• Connect CX initiatives with retention, growth, profitability and cost of service.

Skills

CX strategy

Leadership

Data analytics

CRM

Lean / CX Design

Advanced English

Stakeholder management

Executive communication

Education

Bachelor's degree in Engineering, Business Administration or Marketing

MBA or postgraduate degree in Business, CX, Operations or Strategy

Tools

CRM software

Data analytics platforms

Job description

There is nothing more fundamental to life on Earth than water.

At Culligan, we believe that transforming water can transform the world. That’s why we provide specialized water services and innovative solutions globally. Our local teams work to bring better water solutions to people in their homes, workplaces, and different consumption environments.

With expertise in service, science, and sustainability, at Culligan we work to transform water into an experience that our customers value.

We are more than 18,000 employees united by a shared purpose.

For more than 90 years, we have been setting standards in the water services industry, and we continue to evolve to create a positive impact for our customers, communities, and the planet.

Customer Experience Manager

Work Model: Hybrid

About the role

At Culligan, we are looking for a Customer Experience Manager to lead the Customer Experience (CX) strategy and Service Excellence agenda in Colombia.

This is a strategic leadership role focused on designing and driving an end-to-end customer experience, connecting customer insights, operational performance and business results to strengthen customer satisfaction, retention and profitability.

What will you do?

• Develop and execute the national Customer Experience strategy.
• Lead the continuous improvement of the end-to-end Customer Journey.
• Drive Voice of Customer initiatives and translate insights into action plans.
• Monitor key CX indicators such as NPS, CSAT, churn, retention and customer complaints.
• Establish a strong closed-loop management approach to identify root causes and drive measurable improvements.
• Strengthen service standards, SLAs, operational processes and performance metrics.
• Leverage data, CRM, digital tools and automation to improve customer experience and operational efficiency.
• Lead cross-functional initiatives with Sales, Operations, Finance, IT, HR, Supply Chain and Product.
• Lead and develop the Customer Experience team.
• Connect CX initiatives with retention, growth, profitability and cost of service.

What are we looking for?

• Bachelor's degree in Engineering, Business Administration, Marketing or a related field.
• MBA or postgraduate degree in Business, Customer Experience, Operations or Strategy.
• 8+ years of experience in Customer Experience, Customer Loyalty or Customer Service.
• Experience leading multidisciplinary teams.
• Experience in service-oriented and digitally transforming companies, preferably in B2B environments.
• Knowledge of CRM, data analytics and continuous improvement methodologies such as Lean or CX Design.
• Advanced English.
• Strong strategic thinking, business acumen, stakeholder management and executive communication skills.

Why Join Culligan?

At Culligan, you will be part of a global team driven by a shared purpose: transforming water to impact lives and protect the planet.

We combine science, service, innovation, and sustainability to address water challenges while creating opportunities for our people to grow, bring their perspectives, and make a meaningful impact.

Diversity, Equity & Inclusion

At Culligan, we are committed to building a diverse, equitable, and inclusive workplace where everyone feels seen, heard, valued, and respected.

We promote equal opportunities, respect for different perspectives, and an environment where everyone can contribute, grow, and reach their full potential.