Strategic Customer Experience Lead

Confidential Careers

Ciudad de México

Hybrid

MXN 420,000 - 660,000

Full time

14 hours ago

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Job summary

Confidential Careers is seeking a Customer & Experience professional to manage assigned customer accounts and ensure a high-quality customer experience. The role serves as the primary contact between customers and internal teams, coordinating operational activities, resolving incidents, monitoring service levels and ensuring timely delivery of products and services.

Location: Polanco, CDMX. Work model: Hybrid (4 days at office x 1 day at home).

Qualifications

Bachelor's degree in Industrial Engineering, Business Administration or a related field.
3+ years of experience in Customer Service, Customer Experience, Account Management or a related role.
Experience with Salesforce and advanced Excel.
Experience with SAP and/or Microsoft Dynamics 365 (D365).
Intermediate English, written and conversational.
Power BI is a plus.

Responsibilities

Manage day-to-day relationships with assigned customers, including at least one Tier 1 account.
Coordinate customer requests, incidents, orders, production, logistics, inventory and billing with internal teams.
Monitor contracts, service levels and operational KPIs, preparing regular reports and customer reviews.
Manage customer complaints and requests, ensuring timely resolution and effective communication.
Identify opportunities to improve processes and enhance the customer experience.