Lead the teams within these areas, with the goal of delivering customer experience and ensuring the execution of service processes across more than +5K stores and internal service areas.
Achieve the budgeted net sales target for Mexico and Central America, driving profitable organic growth and increasing sales of sustainable and innovative products.
Improve processes and procedures to improve efficiency and profitability, including the design and implementation of incentive plans that ensure an outstanding retail model.
Develop strategies that positively impact NPS (Net Promoter Score) and Brand Tracking indicators.
Implement process improvements to enhance efficiency and operational results.
Develop omnichannel strategies, supported by a command center to enhance communication and service capabilities.
Create strategies to enhance customer satisfaction through efficient issue resolution and delivery of high-quality service.
Monitor and analyze key performance indicators (KPIs) to support critical decisions.
Requirements
Bachelor's degree in business administration, Marketing, Engineering, or a related field
10+ years of experience in a similar leadership role, managing large customer service teams and implementing market-leading practices, continuous improvement and strategies in omnichannel customer service and operational excellence, within multinational, FMCG, or retail companies
Experience with CX technology integrations, cloud-based contact center systems, AI, automation, and self-service solutions to enhance customer engagement and service performance.
Proficient in Microsoft 365, project management tools and analytics & reporting tools for KPI tracking and continuous improvement.
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