Gestor De Atención Al Cliente Y Pedidos

Toyota Serdan; Puebla de Zaragoza; Remote; MXN 600,000 - 900,000; Full time

Benefits offered by this job

Fully remote work environment

Health, dental, and vision insurance

Job summary

Toyota Serdan is seeking an experienced Remote Customer Experience Manager to lead initiatives that boost satisfaction and loyalty.

In this fully remote role, you will shape the end-to-end customer journey, collaborate across functions, and drive measurable CX improvements from first contact through post-purchase engagement.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or related field.
• 5–7+ years in customer experience management or related roles.
• Proven ability to develop and implement CX strategies with measurable results.
• Strong analytical skills and data interpretation.
• Excellent leadership, communication, and interpersonal abilities.
• Experience managing remote teams and CRM/analytics tools.

Responsibilities

• Develop and manage CX strategies and initiatives.
• Analyze feedback, journeys, and data to identify improvement points.
• Collaborate with product, marketing, sales, and support teams on CX goals.
• Design and optimize customer touchpoints and channels.
• Lead remote team with guidance, support, and performance management.
• Drive customer loyalty programs and retention strategies.
• Monitor KPIs related to satisfaction, retention, and loyalty.
• Provide training and resources on CX best practices.
• Stay current with CX industry trends and practices.

Skills

Analytical skills

Leadership

Communication

Remote team management

CRM proficiency

Education

Bachelor's degree in Business Administration

Tools

Salesforce

Job description

Our client is actively seeking a passionate and experienced Remote Customer Experience Manager to lead efforts in enhancing customer satisfaction and loyalty. This is a fully remote position, offering the flexibility to work from anywhere. You will be responsible for developing and implementing strategies that improve the entire customer journey, from initial contact to post-purchase engagement. This role requires a deep understanding of customer behavior, excellent analytical skills, and a proven ability to drive positive outcomes. You will work closely with cross-functional teams to ensure a cohesive and exceptional customer experience across all touchpoints. This is a significant opportunity to shape customer relationships and contribute to the growth of a forward-thinking company.

About the Role

Our client is actively seeking a passionate and experienced Remote Customer Experience Manager to lead efforts in enhancing customer satisfaction and loyalty. This is a fully remote position, offering the flexibility to work from anywhere. You will be responsible for developing and implementing strategies that improve the entire customer journey, from initial contact to post-purchase engagement. This role requires a deep understanding of customer behavior, excellent analytical skills, and a proven ability to drive positive outcomes. You will work closely with cross-functional teams to ensure a cohesive and exceptional customer experience across all touchpoints. This is a significant opportunity to shape customer relationships and contribute to the growth of a forward-thinking company.

Key Responsibilities

• Develop, implement, and manage customer experience strategies and initiatives.
• Analyze customer feedback, journey maps, and data to identify pain points and opportunities for improvement.
• Collaborate with product, marketing, sales, and support teams to ensure alignment on customer experience goals.
• Design and optimize customer touchpoints and communication channels.
• Develop and manage customer loyalty programs and retention strategies.
• Create and deliver training and resources for internal teams on customer experience best practices.
• Monitor key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty.
• Lead a remote team, providing guidance, support, and performance management.
• Stay current with industry trends and best practices in customer experience management.

Requirements

• Bachelor's degree in Business, Marketing, Communications, or a related field; Master's degree is a plus.
• Minimum of 5-7 years of experience in customer experience management, customer success, or related roles.
• Proven track record of successfully developing and implementing customer experience strategies that drive measurable results.
• Strong analytical skills with expertise in data analysis and interpretation.
• Excellent leadership, communication, and interpersonal skills.
• Experience managing remote teams is essential.
• Proficiency with CRM software, customer feedback tools, and analytics platforms.
• Ability to think strategically and translate insights into actionable plans.
• Must have a stable internet connection and a dedicated home office setup.

Benefits

• A highly competitive annual salary of Mexican Pesos.
• The unparalleled benefit of a fully remote work environment.
• Comprehensive medical, dental, and vision insurance.
• Significant opportunities for career advancement and leadership development.
• Generous paid time off and company holidays.
• Access to cutting-edge technology and professional development resources.
• A culture that values innovation, collaboration, and employee well-being.

About the Role

Our client is seeking an experienced and proactive Gestor de Relación con el Cliente (Remoto) to drive customer satisfaction and loyalty in a fully remote capacity. This role is pivotal in ensuring clients achieve their desired outcomes by leveraging our products and services effectively. You will be responsible for building and maintaining strong relationships, understanding client needs, and providing strategic guidance to foster long-term partnerships. This position requires excellent communication skills, strategic thinking, and the ability to work autonomously from anywhere. We are looking for individuals passionate about customer advocacy and dedicated to delivering exceptional value. This role is essential for retaining clients and identifying opportunities for growth, supporting our business operations remotely, with connections to areas like Torreón, Coahuila .

Key Responsibilities

• Develop and nurture strong, trust-based relationships with a portfolio of key clients.
• Proactively engage with clients to understand their business goals, challenges, and needs.
• Develop and execute success plans tailored to each client's objectives.
• Monitor client health, identify potential risks, and implement mitigation strategies.
• Serve as the primary point of contact for clients, ensuring timely and effective communication.
• Drive product adoption and ensure clients are maximizing the value of our solutions.
• Identify opportunities for account growth, including upsells and cross-sells.
• Conduct regular business reviews and performance reporting for clients.
• Collaborate with internal teams (Sales, Support, Product) to advocate for client needs.

Requirements

• Proven experience in Account Management, Customer Success, or a similar client relationship role.
• Exceptional communication, negotiation, and interpersonal skills.
• Strong understanding of customer lifecycle management and retention strategies.
• Ability to analyze client data and derive actionable insights.
• Demonstrated ability to manage multiple accounts and prioritize effectively.
• Proficiency in CRM software (e.g., Salesforce) and customer success platforms.
• Self-starter with the ability to thrive in a remote work environment.
• Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• Experience in (specific industry, e.g., SaaS, technology) is a plus.

Benefits

This fully remote position offers a highly competitive salary, performance-based bonuses, and a comprehensive benefits package including health, dental, and vision insurance. Our client provides opportunities for professional growth, continuous learning, and development in a dynamic and supportive virtual environment. You will have the autonomy to manage your schedule and work from your preferred location. We offer a generous stipend for home office setup and ongoing professional development. Joining our team means contributing to a forward-thinking company that values innovation and customer-centricity, supporting national operations linked to areas such as