Líder de Experiencia del Cliente | Relación & Retención (Híbrido)

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

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.