CX Strategy Leader — End-to-End Customer Experience

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

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.