CX Platforms Expert

What will you do?

• Follow global KPIs for media, digital, social media, influencers, customer experience, content quality and traditional media.
• Design, build, and maintain full stack systems, ensuring seamless integration between backend, frontend, and CRM platforms.
• Implement and oversee the connection center model across new countries, customizing processes to fit local market dynamics and customer behaviors.
• Harness CRM analytics to enhance customer journeys, personalizing experiences and streamlining interactions to reduce friction.
• Develop and refine customer experience strategies to boost satisfaction, loyalty, and advocacy, ensuring a consistent and rewarding customer experience across all points of contact.
• Innovate and manage loyalty programs within the CRM system, nurturing long-term customer relationships and maximizing lifetime value.
• Optimize CRM workflows for superior marketing automation, efficient sales pipelines, and excellence in customer service.
• Collaborate closely with UX/UI designers to ensure that the frontend experience meets user expectations and aligns with business goals.
• Lead digital media strategies, using CRM data to target campaigns effectively and create content that resonates with the customer base.
• Utilize advanced analytics to assess and enhance the performance of CRM initiatives and customer experience results.
• Design efficient customer service processes and blueprints, ensuring scalability and consistency in customer interactions.
• Act as a subject matter expert in the development and execution of loyalty platforms, constantly innovating to keep pace with industry trends and customer expectations.

Who you are?

• BA/BS degree in Computer Science, Marketing, or a related field, with a focus on CRM, CX, and loyalty program methodologies.
• 4+ years of experience in full-stack development, with significant exposure to CRM and CX design, optimization, and loyalty platform development.
• Proficiency in English and Spanish; additional languages are advantageous.
• Expertise in modern frontend and backend technologies, CRM platforms, customer journey mapping, and loyalty platform development.
• Comprehensive understanding of loyalty programs, customer retention strategies, and CRM data analytics.
• Proven track record in process design, blueprint creation, and international project implementation.
• Strong leadership abilities, capable of driving cross-functional collaboration and inspiring teams to achieve shared objectives.
• Exceptional communication skills, both written and verbal, with a proactive and inspirational attitude.

Skills

• Real passion for and knowledge of the media and digital industry.
• Excellent organizational skills and very organized and detail oriented.
• Ability to work in a fast-paced, high-growth environment.
• Experience crafting presentations for senior leadership.
• Strong work ethic, flexibility, and ability to multi-task.
• Self-starter that can operate with minimal direct supervision.
• Strategic mindset and be a collaborative, passionate and results-oriented person.
• Strong interpersonal, communication and persuasive skills.
• Able to work flexible hours, at home, at the office and traveling regularly.
• Languages: Spanish (100%), English (100%). Fluent.

The role

The selected candidate will lead the customer experience model and will collaborate through the different initiatives to deliver consumer insights to accelerate the consumer centricity vision.