Onsite Customer Service Director

Posted 3 hours ago

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About the role

  • 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.
  • Advanced English proficiency.

Benefits

  • medical insurance
  • life insurance
  • vacation period
  • pension plan

Job title

Customer Service Director

Job type

Experience level

Lead

Salary

Not specified

Degree requirement

Bachelor's Degree

Tech skills

Location requirements

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