CX Customer Experience Strategist

What will you do?

• Develop a customer experience strategy that drives customer advocacy across all touchpoints.
• Build a customer-centric service and support experience through multiple points of contact guaranteeing the best performance of all CX operations globally.
• To ensure and guarantee that customer experience and customer service operations meet the established KPIs and SLAs.
• Gather customer insights from customer service and customer experience.
• To ensure that the necessary feedback from consumers and clients is collected through an omnichannel ecosystem.
• Help the entire organization to become even more customer-centric using insights captured through customer experience and digital ecosystems management.
• Turns insights into marketing and product development needs as well as insights for other departments as product, sales… etc
• Work closely with RnD to create product roadmaps.
• To ensure the proper technological integration of the necessary systems and software to deliver a high-level experience to users.
• Experience in effective management of loyalty programs to boost customer retention and strengthen brand loyalty.

Who you are?

• BA or BS degree in marketing, communications, journalism or similar.
• Master studies are desirable.
• 6 years of Customer Support, CRM, Consumer understanding, Data capturing and Research & Insights.
• Experience translating data into strategies that have measurable impact on customer experience.
• Experience executing customer relationship marketing platforms.
• Ability to distill complicated topics into language that anyone can understand. • Project management skills.
• Excellent organizational capacity.
• Fully proficient in English and Spanish. Other languages are a plus.
• Excellent oral and written presentation skills.
• Proactive, inspirational and positive attitude.

About the role

In charge of constant consumer insight research for several types of projects and valuable learnings for Bimbo internal stakeholders. It will also be in charge of delivering strategies that improve service satisfaction levels and points of contact optimization guaranteeing  the established KPIs and SLAs.

The CX Customer Experience Strategist will lead the end-to end support experience for GB customers across multiple points of contact and customer segments. As the CX Customer Experience Strategist you will work closely with a group of passionate service minded professionals to represent the brand through our Connection Center, email, phone, and social support, as well as a team of research and insights professionals.