Customer Experience Specialist

Customer Journey Specialist / Customer Experience Specialist

Job Description:

Customer Service Specialist

Position Summary:

The Customer Journey/Experience Specialist is responsible for overseeing, optimizing, and supporting centers across Central, South American and Caribbean.

Ensure consistent customer satisfaction process with Communication and leadership skills.

Work closely with internal teams and external partners to implement customer-centric strategies and initiatives that drive business growth.

Manage the Voice of the Customer by analyzing the monthly customer satisfaction survey, understanding the trends and identifying areas of opportunities, working alongside distributors to develop action plans to proactively implement them.

Manage Digital Customer Management à digitalizing the customer journey.

Customer Experience Guideline development and implementation. Coordinate Ownership Management Committee and Seminars.

Essential Functions:

• Develop and Implement Customer Experience Strategies: Collaborate with other teams to execute customer experience strategies aligned with the company's overall objectives. Identify areas for improvement and implement initiatives to enhance customer satisfaction, loyalty, and retention.
• Manage Distributor Relationships: Build strong relationships with distributors in the Latin America region. Serve as the main point of contact for distributors, providing guidance and support to ensure their alignment with customer experience standards. Regularly communicate with distributors to assess their performance, address issues, and identify opportunities for improvement.
• Monitor Customer Feedback: Collect and analyze customer feedback through various channels; Main source is the Customer Satisfaction Survey, social media, and direct communication. Use insights to identify trends, opportunities, and areas of enhancement. Implement corrective measures and communicate findings to CX Manager in the distributor.
• Drive Customer-Centric Culture: Work with a customer-centric culture within the organization and among distributors. Promote the importance of customer experience culture, provide training and guidance to distributors on best practices.
• Metrics and KPIs: Establish key performance indicators (KPIs) and metrics to measure customer satisfaction, loyalty, and retention. Monitor and report on these metrics, identifying trends and areas for enhancement. Use data-driven insights to develop actionable strategies.

Required Skills and Qualifications:

• Bachelor's degree in: Business Management/Finance/Marketing or equivalent.
• Experience in customer experience management or related field.
• Strong communication and project management skills
• Strong teamwork and leadership skills
• Data-driven Mindset
• Continuous Learning Culture
• Empathy and Listening
• Proficiency in PowerPoint and Excel
• Fluency in English and Spanish a must, Portuguese a plus