Customer Experience & Service Operations Lead

CMA CGM; Ciudad de México; On-site; MXN 520,000 - 780,000; Full time

Job summary

CMA CGM in Mexico City is seeking a customer-focused professional to lead the coordination of Customer Service operations and deliver a consistent end-to-end customer experience across phone, email, and digital channels.

You will drive escalations, service recovery, and continuous improvement, monitor NPS/CSAT, manage stakeholder relationships, and lead service reviews with cross-functional teams.

Qualifications

• Bachelor's degree in Business Administration, International Relations, International Business, or related field.
• 5 years of experience in Customer Service is desirable.
• Strong customer-oriented mindset and ability to handle complex situations.
• Experience with KPIs, service performance, and continuous improvement.

Responsibilities

• Lead and coordinate Customer Service operations to ensure a consistent end-to-end experience across channels.
• Manage customer escalations, service recovery, and root-cause resolution with relevant teams.
• Lead customer meetings, service reviews, and follow-up on commitments.
• Monitor KPIs such as NPS, CSAT, response times, and resolution quality for improvement.
• Promote digital adoption and effective use of self-service platforms.
• Strengthen relationships to support retention through proactive communication and reliability.

Skills

Strategic Leadership

Customer Experience

Operational Excellence

KPI Management

NPS/CSAT

Process Improvement

Stakeholder Management

Commercial Acumen

Data-Driven Decisions

Cross-Functional Collaboration

Change Management

Executive Communication

Education

Bachelor's degree in Business Administration, International Relations, International Business, or related field

Job description

CMA CGM in Mexico City is seeking a customer-focused professional to lead the coordination of Customer Service operations and deliver a consistent end-to-end customer experience across phone, email, and digital channels.

You will drive escalations, service recovery, and continuous improvement, monitor NPS/CSAT, manage stakeholder relationships, and lead service reviews with cross-functional teams.