Remote Senior Bilingual Customer Experience Leader

Placements24; Tlalnepantla; A distancia; MXN 450.000 - 650.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Descripción de la vacante

Placements24 is seeking a Senior Customer Experience Specialist to lead the remote customer journey for a cloud-based solutions leader. The role focuses on elevating satisfaction and loyalty through proactive engagement and best-practice processes.

The position offers significant autonomy and the chance to shape a customer-centric culture from a distributed team. Responsibilities include developing end-to-end strategies, analyzing feedback and metrics, mentoring junior staff, and collaborating

Formación

• Minimum of 5 years of experience in customer experience, customer success, or a related leadership role.

Responsabilidades

• 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.

Conocimientos

CX Leadership

Strategy Development

Cross-functional Leadership

Analytics & Metrics

Remote Collaboration

Herramientas

CRM software

Descripción del empleo

Placements24 is seeking a Senior Customer Experience Specialist to lead the remote customer journey for a cloud-based solutions leader. The role focuses on elevating satisfaction and loyalty through proactive engagement and best-practice processes.

The position offers significant autonomy and the chance to shape a customer-centric culture from a distributed team. Responsibilities include developing end-to-end strategies, analyzing feedback and metrics, mentoring junior staff, and collaborating