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Customer Experience Specialist (Bilingual Spanish) Location: Doral, FL (In-Office role, NOT hybrid / remote) Mon. - Fri 8:30am - 5:30pm
Salary: $70k -- $75k base plus bonus and excellent benefits
KEY POINTS
Bilingual (Spanish) for business required (Portuguese a bonus since Brazil is one of their largest markets)
Industry doesn't matter (but hospitality is a plus)
Strong Excel experience
2+ years experience
Customer Experience background with experience managing metrics (such as NPS, OSAT, VOC, developing customer journey maps)
Up to 20%-25% Travel
Position Summary:
The Customer Journey/Experience Specialist is responsible for overseeing, optimizing, and supporting distributors and dealers in 43 countries across Central, South America, and the Caribbean. Ensure consistent customer satisfaction process with strong communication and leadership skills.
Work closely with internal teams and external partners to implement customer-centric strategies and initiatives that drive business growth. Manage the Voice of the Customer by analyzing the monthly customer satisfaction survey, understanding trends, and identifying areas of opportunity, working alongside distributors to develop action plans to proactively implement them.
Customer Experience Guideline development and implementation. Coordinate Ownership Management Committee and Seminars.
Essential Functions:
Develop and Implement Customer Experience Strategies: Collaborate with other teams to execute customer experience strategies aligned with the company's overall objectives. Identify areas for improvement and implement initiatives to enhance customer satisfaction, loyalty, and retention.
Manage Distributor Relationships: Build strong relationships with 41 distributors in the Latin America region. Serve as the main point of contact for distributors, providing guidance and support to ensure their alignment with customer experience standards. Regularly communicate with distributors to assess their performance, address issues, and identify opportunities for improvement.
Monitor Customer Feedback: Collect and analyze customer feedback through various channels; main source is the Customer Satisfaction Survey, social media, and direct communication. Use insights to identify trends, opportunities, and areas for enhancement. Implement corrective measures and communicate findings to CX Manager in the distributor.
Drive Customer-Centric Culture: Work with a customer-centric culture within the organization and among distributors. Promote the importance of customer experience culture, provide training and guidance to distributors on best practices.
Metrics and KPIs: Establish key performance indicators (KPIs) and metrics to measure customer satisfaction, loyalty, and retention. Monitor and report on these metrics, identifying trends and areas for enhancement. Use data-driven insights to develop actionable strategies.
Required Skills and Qualifications:
Bachelor's degree in Business Management, Finance, Marketing, or equivalent.
Experience in customer experience management or related field.
Strong communication and project management skills.
Strong teamwork and leadership skills.
Data-driven mindset.
Empathy and listening.
Proficiency in PowerPoint and Excel.
Fluency in English and Spanish is a must; Portuguese is a plus.
Seniority Level: Associate
Employment Type: Full-time
Job Function: Customer Service and Administrative
Industries: Motor Vehicle Manufacturing
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