Customer Experience Management

Description

Job Summary: Grupo Promass is seeking a Customer Experience Manager to innovate in insurance and assistance solutions, with a focus on customer satisfaction. Key Highlights: 1. Leadership in customer experience for comprehensive insurance solutions. 2. Development and implementation of continuous customer improvement strategies. 3. Internal collaboration to drive customer-centric improvements. **We are looking for you at Grupo Promass!** We are a company passionate about creating comprehensive insurance and assistance solutions, helping millions of families protect what they love most—always innovating with the latest technology. Join our team as: **Customer Experience Management.** **We Offer:** * Competitive salary * Statutory benefits \+ Life insurance, accident insurance, savings fund, employee discounts. * **Work Location**: Álvaro Obregón, CDMX **Job Requirements** * Education: Bachelor’s degree in Administration, Marketing, Communications, International Business, or related field. * Experience in Customer Experience. * Proficiency in CX metrics: NPS, CSAT, CES (mandatory). * 4–5 years of experience in a similar role, managing CX with intangible elements. **Job Responsibilities:** * Develop early-identification models for customers at risk of becoming detractors. * Implement real-time *warning systems* to detect potential scenarios that could impact the customer experience. * Analyze CX metrics (NPS, CSAT, CES), historical behavior, and interaction patterns to generate preventive actions. * Strengthen strategic relationships with key customers, ensuring alignment and trust. * Manage and track critical cases, guaranteeing effective resolutions. * Collaborate with internal departments to drive customer-centric improvements. **Soft Skills:** * Leadership. * Negotiation. * Strategic management. All our hiring decisions are based on talent assessment and professional trajectory, within a transparent process that follows sound labor practices and considers only skills and knowledge for selection.