• Full Time
  • Mexico

Head of Customer Experience (CX)

Your mission is to:
● Drive implementation of of CX solutions in each of our brands to drive revenue growth, extend customer lifetime value and boost customer advocacy, across sales and contact channels
● Identify and implement processes, best practices and best in class tools in CS/CX and redesigning touchpoints in different path to purchase journeys
● Negotiate agreements between Merama and CS/CX specific tools, utilizing Merama’s consolidated volume to ensure the best service and pricing for all of our brands
● Monitor KPIs weekly, create necessary reporting (consolidated and brand-level) on main KPIs
● Work together with other teams within Merama such as the marketing & e-commerce teams to create and execute integral action plans with the objective of increasing customer satisfaction
● Benchmark our ecosystem and stay on top of new developments in CS&CX to ensure we always retain an edge over our competitors

You will be a good fit if you:
● Have 4-8 years experience in customer service, specifically in an e-commerce across multiple contact channels
● Are able work autonomously, are and results-driven and have a growth mindset
● Have a general understanding of CRM, marketing, logistics and other functions around e-commerce
● Are proficient in implementation and use of best-in class tools for CS

Let’s definitely talk if you:
● Are excited about E-commerce and the endless opportunities in this industry
● Are motivated to work in a fast-paced environment close to outstanding professionals with deep human qualities
● Are focused on the good on the team and company first, and just want to build something massive!

Additional requirements:
● Advanced working knowledge of Spanish and English at minimum – Portuguese a plus
● Location: remote, with preference for Mexico or availability for travelling to Mexico City and other locations occasionally

To apply for this job email your details to jobs@merama.io