Customer Experience (CX) Manager LATAM
Mexico City, Mexico
LATAM (Mexico, Brazil, Chile priority)
About the Role
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 global 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 general 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
Expe
📌 Customer Experience Manager LATAM (México)
🏢 Chep
📍 México