- 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.
- 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.
- 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.
- Enjoy 23 days of annual leave to relax and find your inner Zen
- You'll have the day of your birthday all to yourself, so you can kick back and celebrate in style
- Join our team and experience the incredible benefits of having major medical insurance coverage
- Indulge in delicious meals with our tantalizing food vouchers
- Hybrid Work Environment
- Work at your own pace with our flexible working ours
- Exciting opportunities for career growth
- Get ready for a rewarding opportunity As part of this incredible role, you will have the chance to contribute your skills and time for a noble cause. Join our team and you will have the option for a 40 life-changing volunteer hours every year.
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CX Platforms Expert - Mexico City, México - Findasense
Descripción
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.
Requirements
What will you do?
Who you are?
Skills
Benefits
Why you should join us?
At Findasense we are a global Customer Experience company, we rely on the power of data to create personalised experiences and execute strategies by creating relevant content. We believe in self-management, transparency and focus on a collaborative culture where our EPIC (Strategy, Purpose, Identity and Culture) model makes us unique, different and allows us to create long lasting relationships.
