Customer Service Director

PPG; Tultitlán; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading multinational company in Tultitlán is seeking a Customer Service Director to lead teams focused on enhancing customer experience across more than 5,000 stores. The role entails developing customer service strategies, improving operational processes, and monitoring performance indicators. Ideal candidates will have over 10 years of experience in leadership within customer service and a solid understanding of the omnichannel approach, as well as proficiency in English and relevant technology.

Servicios

Medical insurance

Life insurance

Pension plan

Vacation period

Formación

• 10+ years of experience in leadership roles, managing large customer service teams.
• Experience with CX technology integrations and cloud-based contact systems.
• Advanced English proficiency.

Responsabilidades

• Lead teams to achieve budgeted sales targets and increase market growth.
• Develop and implement incentive plans for store strategies.
• Monitor KPIs and process improvements for customer service efficiency.

Conocimientos

Leadership

Customer service management

Process improvement

Omnichannel strategy

Performance analysis

Team engagement

Educación

Bachelor's degree in business administration or related field

Herramientas

Microsoft 365

Project management tools

Analytics & reporting tools

Descripción del empleo

As a Customer Service Director, you will lead the teams within these areas, with the goal of delivering customer experience and ensuring the execution of service processes across more than +5K stores and internal service areas. This will be achieved through a Command Center that supports the omnichannel strategy, serving both distributors and end consumers. This role is based at our Tultitlan plant, State of Mexico, and reports directly to the Experience & Service Director, Architectural Coatings LATAM.

Key Responsibilities

• Achieve the budgeted net sales target for Mexico and Central America, driving profitable organic growth and increasing sales of sustainable and innovative products.
• Improve processes and procedures to improve efficiency and profitability, including the design and implementation of incentive plans that ensure an outstanding retail model.
• Lead, align, and develop store incentive strategies for the Mexican market.
• Develop strategies that positively impact NPS (Net Promoter Score) and Brand Tracking indicators.
• Implement process improvements to enhance efficiency and operational results.
• Develop omnichannel strategies, supported by a command center to enhance communication and service capabilities.
• Create strategies to enhance customer satisfaction through efficient issue resolution and delivery of high-quality service.
• Ensure that all service offerings are delivered according to our value proposition.
• Monitor and analyze key performance indicators (KPIs) to support critical decisions.
• Promote team engagement and development through team‑building programs and action plans that foster a customer‑ and employee‑centered culture, ensuring measurable improvements in both engagement and customer satisfaction.

Requirements

• Bachelor's degree in business administration, Marketing, Engineering, or a related field
• 10+ years of experience in a similar leadership role, managing large customer service teams and implementing market‑leading practices, continuous improvement and strategies in omnichannel customer service and operational excellence, within multinational, FMCG, or retail companies
• Experience with CX technology integrations, cloud‑based contact center systems, AI, automation, and self‑service solutions to enhance customer engagement and service performance.
• Proficient in Microsoft 365, project management tools and analytics & reporting tools for KPI tracking and continuous improvement.
• Advanced English proficiency

Benefits like medical insurance, life insurance, vacation period, pension plan will be discussed with you by your recruiter during the hiring process.

PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience, training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply. Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.

PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, veteran status, sexual orientation, gender identity or expression. If you need assistance to complete your application due to a disability, please email [e-mail].