Customer Experience Manager LATAM (San Miguel Topilejo)

Customer Experience (CX) Manager – LATAM (Mexico, Brazil, Chile priority)

We are looking for a Customer Experience (CX) Manager for LATAM to lead and elevate the end‑to‑end customer journey across the region. This role is responsible for embedding a customer‑centric culture, driving continuous improvement, and ensuring that customer insights translate into impactful actions. You will act as a key integrator across Commercial, Operations, Supply Chain, and Customer Service teams, ensuring a consistent and high‑quality experience for customers across multiple markets.

What You’ll Do

• CX Strategy & Execution – Lead and implement the regional Customer Experience strategy aligned with general frameworks.
• Define governance models, performance tracking, and improvement roadmaps.
• Ensure consistent CX standards across LATAM markets.
• Customer Insights & Voice of Customer – Drive Voice of the Customer (VoC) programs across the region.
• Translate customer feedback into actionable insights and improvements.
• Strengthen customer satisfaction, loyalty, and advocacy.
• End‑to‑End Journey Improvement – Identify pain points across the customer journey (onboarding, delivery, support, etc.).
• Lead cross‑functional initiatives to remove friction and improve experience.
• Ensure strong coordination across key stakeholders.
• Performance & Continuous Improvement – Monitor key CX metrics and trends.
• Drive accountability and corrective actions across teams.
• Promote a culture of continuous improvement and customer‑centric thinking.
• Stakeholder Engagement – Influence senior stakeholders across multiple functions and countries.
• Represent LATAM in global CX discussions and initiatives.
• Collaborate with regional and global teams to scale best practices.
• Digital & CX Enablement – Support adoption of CX tools and platforms.
• Strengthen data‑driven decision‑making.
• Help improve communication channels and customer interactions.

What We’re Looking For

• Experience – 10+ years of experience in Customer Experience, Commercial, Operations, or Strategy roles; proven track record leading CX or customer‑centric initiatives; experience in regional or multi‑country environments; strong experience influencing without direct authority.
• Skills – Customer insight and data interpretation; cross‑functional collaboration and stakeholder management; strategic thinking with strong execution capability; change management and cultural transformation; familiarity with CX platforms and digital tools.
• Education – Bachelor’s degree in Business, Engineering, Marketing, or related field; postgraduate studies are a plus.
• Languages – Fluent in Spanish and English (required); Portuguese is a plus.

Why Join Us?

Be part of a regional leadership role with high visibility; influence the customer experience strategy across LATAM; work in a collaborative, cross‑functional, and multicultural environment; drive meaningful impact on customer satisfaction and business growth.

What Makes This Role Unique?

No direct reports — success is driven through influence and collaboration; opportunity to shape CX maturity across diverse markets; balance of strategy, analytics, and execution.