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Sr Customer Experience Manager

San Pedro Garza García Permanente Trabajo Remoto Descripción de Vacante
We are seeking a highly strategic and commercially oriented Sr CX Manager to lead a large-scale Customer Service organization.The ideal candidate has deep experience leading large CS teams (+50 team members), supporting U.S. customers, and implementing initiatives that elevate performance, efficiency, and business impact.
  • Lead and transform a 50+ Customer Service team into a revenue-driven function.
  • Design CX strategies to increase retention and expand U.S. accounts

Sobre nuestro cliente

U.S.-based industrial company with strong presence in industrial and technical markets. The organization is focused on delivering high-quality technical solutions and elevating the customer experience as a strategic growth driver.

Descripción

  • Develop and execute a long-term Customer Experience strategy aligned with revenue growth and commercial objectives.
  • Transform the Customer Service organization (50+ team members) into a more commercially driven function, promoting upselling, cross-selling, and proactive client engagement.
  • Optimize end-to-end customer processes (including Order-to-Cash, billing, and dispute resolution) to reduce friction and enhance customer loyalty.
  • Present data-driven insights and strategic proposals to senior leadership, positioning CX as a revenue-generating function rather than a cost center.
  • Identify opportunities within the customer journey to increase retention, expand accounts, and drive incremental sales.
  • Partner closely with Sales, Operations, and Finance to align customer experience initiatives with overall business growth strategy.



Perfil buscado

  • Advanced English (C1-C2); ability to engage seamlessly with U.S.-based customers, direct reports and senior stakeholders.
  • Proven experience leading Customer Service or Customer Experience teams of 50+ members.
  • Demonstrated track record of implementing strategies that increased revenue through Customer Service or Customer Experience initiatives.
  • Strong commercial mindset, with the ability to coach teams to identify sales opportunities within service interactions.
  • Experience supporting U.S. clients within industrial, technical, or instrumentation environments.
  • Executive presence and ability to influence cross-functional stakeholders and drive cultural change toward a commercially oriented mindset.



Qué Ofrecemos

Competitive compensation and above-market benefits package.

Contacto
Tanya Martinez
Ingresar referencia para vacante
JN-012026-6924035

Descripción de la vacante

Sector
Cadena de suministro y compras
Sub Sector
Servicio al Cliente
Industria
Industrial / Manufacturing
Localización
San Pedro Garza García
Tipo de contrato
Permanente
Nombre del consultor
Tanya Martinez
Referencia de la vacante
JN-012026-6924035
Modalidad de empleo
Trabajo Remoto
 

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