Customer Experience Manager

Description

Position Summary: Lead, structure, and optimize the customer experience across all stages, ensuring premium service aligned with ALA LIBRE’s values. Key Highlights: 1. Design and continuously improve Customer Service processes. 2. Ensure a consistent, professional, and emotionally positive experience. 3. Leadership with a service-oriented vocation and a focus on customer experience. **Position Proposal: Customer Experience Manager — Position Objective** Lead, structure, and optimize the customer experience across all stages of the customer journey, ensuring premium, consistent service aligned with ALA LIBRE’s values—from purchase confirmation through post-trip support. **Strategic Responsibilities (Managerial Level)** * Design, document, and continuously improve Customer Service department processes * Supervise the team’s proper execution at each customer stage (pre-trip, during trip, post-trip) * Ensure a consistent, professional, and emotionally positive experience for every customer * Develop clear protocols for handling incidents, crises, and sensitive situations * Coordinate effectively with Sales, Operations, and Administration to ensure accurate information flow * Identify opportunities for improvement based on errors, incidents, and customer feedback * Implement continuous enhancements to the customer experience (service, communication, response times) * Define premium service standards aligned with the brand * Supervise proper management of documentation (passports, visas, forms, etc.) * Design and execute the post-trip follow-up process (reviews, loyalty, repeat purchases) **Operational Responsibilities (Supervisory Level)** * Monitor timely follow-up with active customers * Validate key responses before sending in sensitive cases * Ensure optimal team response times * Review incident logs and protocol compliance * Support resolution of critical or escalated cases * Guarantee no customer is left without follow-up **Position KPIs** * Customer satisfaction level (NPS or direct feedback) * Average response time * Number of resolved vs. escalated incidents * Percentage of customers receiving full follow-up (pre-, during, and post-trip) * Number of operational errors detected in Customer Service * Number of post-trip reviews generated * Repeat purchase or loyalty rate **Key Skills (Managerial Level)** * Leadership and decision-making * Advanced emotional intelligence * Strategic communication (internal and external) * Structured thinking and process improvement * Conflict resolution * Analytical ability to detect error patterns * High organizational and operational control **Ideal Profile** * A person with a genuine service vocation and a customer experience focus * Ability to lead by example and uphold professional standards * Solution-oriented, firm yet empathetic * Strong sense of responsibility for the customer experience * Strategic vision—not only operational * Ability to work under pressure without compromising clarity or quality Salary: $16,000.00 per month Benefits: * Salary increases * Employee discount * Company parking * Free parking * Referral program * Company phone * Complimentary uniforms * Additional vacation days or paid leave Workplace: On-site employment