Gerente de Relaciones con Clientes y Experiencia de Compra

Placements24; Mexico; Hybrid; PHP 2,035,000 - 3,391,000; Full time

Benefits offered by this job

Competitive compensation

Performance incentives

Hybrid work flexibility

Job summary

Placements24 seeks an experienced Customer Relationship and Purchase Experience Manager to lead customer engagement strategies in Chihuahua, Mexico. This hybrid role builds and maintains strong customer relationships, overseeing service standards, feedback management, and initiatives to boost satisfaction and retention across all touchpoints.

The ideal candidate will have deep CRM knowledge, excellent communication skills, and a passion for exceeding customer expectations.

Qualifications

• Minimum of 5 years in CRM or customer service management.
• Proven track record of improving satisfaction and loyalty metrics.
• Bachelor's degree in Business Administration, Marketing, Communications, or related field.
• Based in or willing to commute to Chihuahua, Mexico.

Responsibilities

• Develop and implement customer service policies to ensure high-quality service.
• Manage inquiries, complaints, and feedback with timely resolutions.
• Enhance customer loyalty and retention through strategic initiatives.
• Train and coach staff on customer service best practices.
• Analyze feedback and data to improve the customer journey.
• Collaborate with marketing and sales to align CX with goals.
• Monitor metrics like NPS and CSAT and report on performance.
• Identify opportunities to personalize experiences and build relationships.
• Oversee loyalty programs and rewards initiatives.
• Stay updated on CRM trends and best practices.

Skills

CRM experience

Customer service management

Leadership

Communication

Interpersonal skills

Staff training

CRM software

Problem-solving

Conflict resolution

Hybrid work adaptability

Education

Bachelor's degree

Tools

CRM software

Job description

About the Role

Our client is seeking an exceptional Gerente de Relaciones con Clientes y Experiencia de Compra to lead customer engagement strategies in Chihuahua, Chihuahua . This hybrid role is fundamental to building and maintaining strong customer relationships, fostering loyalty, and ensuring an outstanding shopping experience across all touchpoints. You will be responsible for developing customer service standards, managing customer feedback, and implementing initiatives to enhance satisfaction and retention. The ideal candidate possesses a deep understanding of customer service principles, excellent communication skills, and a passion for exceeding customer expectations. This position requires a blend of in-office leadership and remote strategic planning.

Key Responsibilities

• Develop and implement customer service policies and procedures to ensure high-quality service delivery.


• Manage customer inquiries, complaints, and feedback, ensuring timely and satisfactory resolution.


• Develop and execute strategies to enhance customer loyalty and retention.


• Train and coach customer-facing staff on best practices in customer service and engagement.


• Analyze customer feedback and data to identify areas for improvement in the customer journey.


• Collaborate with marketing and sales teams to align customer experience initiatives with business goals.


• Monitor key customer satisfaction metrics (e.g., NPS, CSAT) and report on performance.


• Identify opportunities to personalize the customer experience and build strong relationships.


• Oversee loyalty programs and customer rewards initiatives.


• Stay updated on best practices and emerging trends in customer relationship management and customer experience.

Requirements

• Minimum of 5 years of experience in customer relationship management (CRM), customer service management, or a related field.


• Proven track record of improving customer satisfaction and loyalty metrics.


• Excellent understanding of customer service principles and best practices.


• Strong leadership, communication, and interpersonal skills.


• Ability to train and motivate teams.


• Proficiency in CRM software and customer service platforms.


• Excellent problem-solving and conflict-resolution skills.


• Ability to work effectively in a hybrid environment, balancing strategic planning and on-site oversight.


• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.


• Must be based in or willing to commute to Chihuahua, Chihuahua.

Benefits

This role offers a competitive salary, performance incentives, and a comprehensive benefits package including health and wellness programs. The hybrid work model provides flexibility, and the opportunity to significantly impact customer satisfaction and loyalty offers substantial professional reward. Join a company that prioritizes customer relationships and invests in its team's success.