CUSTOMER EXPERIENCE MANAGER

Description

We are a company focused on sports and are currently seeking talented individuals passionate about customer service and transforming data into memorable experiences. This opportunity is for you—join our team as: **CUSTOMER EXPERIENCE MANAGER** **The objective is to foster a customer-centric culture by providing efficient support, ensuring customer satisfaction and loyalty, following up on their requests, and maintaining a personalized, stable, and long-lasting relationship.** **REQUIREMENTS:** · Bachelor’s degree in Business Administration, Marketing, Communications, Hospitality, Public Relations, Sales, or a related field. · Minimum of 3 to 5 years of experience in similar roles within companies dedicated to sports, hospitality, spas, etc. · Intermediate to advanced English proficiency preferred. · Strategic and visionary thinking. **KNOWLEDGE:** 1\. Participation in high-impact strategic projects. 2\. Design and analysis of surveys. 3\. Data analysis and data storytelling. 4\. Advanced Excel skills; Power BI and Medallia are desirable. 5\. Customer retention and collections. **RESPONSIBILITIES:** 1\. Promote a customer-centric culture. 2\. Generate strategic insights to improve customer experience. 3\. Increase recommendations for our services and strengthen customer retention. 4\. Establish the annual marketing strategic plan, ensuring profitability and ROI. **FUNCTIONS:** 1\. Identify business opportunities and design value propositions. 2\. Analyze and monitor forecast reliability to improve sales. Track and prospect potential customers. 3\. Supervise key performance indicators: sales, churn, collections, and service. 4\. Accompany customers throughout their entire lifecycle—from onboarding to loyalty. 5\. Manage loyalty and customer experience programs. 6\. Execute retention, segmentation, and customer success strategies—significantly increasing conversion and retention rates. 7\. Manage active accounts (post-sale / operations). 8\. Coordinate retention and collection calls, handling situations where customers wish to cancel or have pending payments. 9\. Provide customer support as needed, ensuring quality of experience. 10\. Actively listen and understand customer needs, anticipate problems, and propose solutions. 11\. Address complaints related to operational areas, technical support, sports, administration, etc., and maintain constant communication with these departments. 12\. Analyze and manage Customer Experience information and channel it to the relevant departments. 13\. Manage complaints and ensure timely follow-up on action plans. 14\. Monitor service level compliance and performance. 15\. Design and conduct customer research: interviews, surveys, focus groups, and benchmarking. 16\. Identify moments of truth and customer dissatisfaction points. 17\. Conduct qualitative and quantitative data analysis. 18\. Develop dashboards and executive presentations with improvement proposals. 19\. Coordinate marketing, promotional, and advertising campaigns aligned with the company’s strategic objectives. 20\. Design channels to keep customers informed. 21\. Prepare the department’s annual budget. 22\. Participate in organizing sports and cultural events for customers. 23\. Monitor and report on campaign effectiveness KPIs, content reach, loyalty programs, etc. 24\. Support internal and external communication strategies. 25\. Research market trends and competitive landscape. **COMPETENCIES:** Empathy and customer orientation, promoting high levels of commitment and satisfaction. Strong conflict management ability. Continuous improvement mindset. Proactivity, and ability to operate in innovative and constantly evolving environments. Organized and disciplined. Excellent verbal and written communication skills. Commercial potential. Teamwork and time management. Flexibility and adaptability to change. WE OFFER: Attractive salary negotiable based on experience. 30-day year-end bonus. Meal vouchers. Work schedule: Monday to Friday, 09:00–14:00 and 16:00–19:00; Saturdays, 09:00–14:00. Salary: $18,000.00 – $20,000.00 per month Benefits: * Transportation allowance or service * Company parking * Option for indefinite-term contract * Free uniforms * Meal vouchers Workplace: On-site employment