Branch Service Lead - Customer Experience & Sales

09516 Banco Nacional De Mexico, S.A., Integrante Del Grupo Financiero Banamex; Soledad de Graciano Sánchez; Remote; MXN 1,583,000 - 2,328,000; Full time

Job summary

Honeywell Technologies is seeking a Senior Customer Experience Specialist to join a distributed team focused on elevating the customer journey and driving loyalty through proactive engagement. This fully remote role offers substantial flexibility and autonomy while maintaining a strong customer-centric culture across global operations.

Lead by example, implement best practices, and collaborate with Product, Marketing, and Sales to design end-to-end customer experiences that deliver measurable

Qualifications

• Minimum of 5 years in customer experience, customer success, or related leadership role.
• Proven track record of developing and implementing CX strategies.
• Exceptional analytical, problem-solving, and strategic thinking skills.
• Outstanding verbal and written communication in Spanish and English.

Responsibilities

• Develop and implement strategies to enhance the end-to-end customer experience across all touchpoints.
• Analyze customer feedback, journey maps, and key metrics to identify areas for improvement.
• Lead cross-functional initiatives to improve customer satisfaction, retention, and advocacy.
• Design and optimize customer support processes, workflows, and communication strategies.
• Mentor and guide junior customer experience and support team members.
• Collaborate with Product, Marketing, and Sales teams to ensure a cohesive customer strategy.
• Manage complex customer issues and escalations, ensuring timely resolution.
• Stay abreast of industry trends and best practices in customer experience management.
• Champion a customer-first mindset throughout the organization.

Skills

Leadership

Strategic thinking

Analytical skills

Communication skills

CRM experience

Tools

CRM software

Analytics tools

Job description

You will assist other customer service associates with administrative duties. You will communicate with other departments such as Technical Support, Logistics, Operations, etc., to resolve customer issues. You will support ordering processing including order entry, expediting orders, change orders, monitoring order status and resolving discrepancies.

• Facilitate process improvement
• Provide program guidance to customers
• Administrative Support
• Order Processing
• Inbound & Outbound Calls
• Routing and scheduling
• Bachelor's student in business, administration or related field
• Advanced English
• An attention to detail
• Change oriented
• A bias for action
• An ability to work in a team
• A commitment to discovering ways to improve service
• An ability to work with limited direction
• #LI-Onsite

Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world's most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial and process sectors with a broad portfolio of services, solutions and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector's transition from automation to autonomy.

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

Senior Customer Experience Specialist - Remote

Our client, a globally recognized leader in cloud-based solutions, is seeking an experienced and strategic Senior Customer Experience Specialist to join their distributed team. This is a pivotal role focused on elevating the overall customer journey, driving satisfaction, and fostering loyalty through exceptional service and proactive engagement. As a fully remote position, we are looking for a seasoned professional who can lead by example, implement best practices, and contribute to a culture of customer-centricity, regardless of geographical location. While conceptually linked to Mérida, Yucatán, MX for administrative purposes, this role is performed entirely from a remote location, offering significant flexibility and autonomy.

About the Role

Our client, a globally recognized leader in cloud-based solutions, is seeking an experienced and strategic Senior Customer Experience Specialist to join their distributed team. This is a pivotal role focused on elevating the overall customer journey, driving satisfaction, and fostering loyalty through exceptional service and proactive engagement. As a fully remote position, we are looking for a seasoned professional who can lead by example, implement best practices, and contribute to a culture of customer-centricity, regardless of geographical location. While conceptually linked to Mérida, Yucatán, MX for administrative purposes, this role is performed entirely from a remote location, offering significant flexibility and autonomy.

Key Responsibilities

• Develop and implement strategies to enhance the end-to-end customer experience across all touchpoints.
• Analyze customer feedback, journey maps, and key metrics to identify areas for improvement.
• Lead cross-functional initiatives aimed at improving customer satisfaction, retention, and advocacy.
• Design and optimize customer support processes, workflows, and communication strategies.
• Mentor and guide junior customer experience and support team members.
• Collaborate with Product, Marketing, and Sales teams to ensure a cohesive customer strategy.
• Manage complex customer issues and escalations, ensuring timely and satisfactory resolution.
• Stay abreast of industry trends and best practices in customer experience management.
• Champion a customer-first mindset throughout the organization.

Requirements

• Minimum of 5 years of experience in customer experience, customer success, or a related leadership role.
• Proven track record of developing and implementing successful customer experience strategies.
• Exceptional analytical, problem-solving, and strategic thinking skills.
• Outstanding verbal and written communication skills in Spanish and English.
• Strong leadership and influencing capabilities.
• Proficiency with CRM, customer feedback tools, and analytics platforms.