Job Description
Role snapshot

Reports to
Primary business stakeholders are the GCC Mexico Contact Center Lead and the NA Lead of Consumer Advocacy & Social Listening.
Team leadership
Leads a team of 5 people and is responsible for setting direction, raising the quality bar, and ensuring proposals are backed by sound analysis before being socialized with the business.
Main purpose
Turn data into action, connect consumer and operational signals into one clear story, and support decision-making with practical recommendations and projected business impact.

Primary Responsibilities

· Lead the Analytics, Social Listening & Consumer Insights function with a more senior lens, making sure the work is tied to brand priorities, consumer experience, category performance, contact center performance, and overall business strategy.
· Own two main analytics branches. The first is Contact Center Analytics, including reporting, performance trends, service KPIs, channel behavior, root cause identification, opportunity sizing, and leadership-ready views of what is happening across voice,



email, SMS, and social care operations. The second is Market and Consumer Insights, including social sentiment, brand engagement, ratings and reviews, share of conversation, trend tracking, competitive comparison, and signals coming from the market and digital ecosystem.
· Lead a team of 5 people, ensuring clear priorities, strong analytical discipline, high-quality outputs, and development of the team’s ability to move from reporting to recommendation.
· Make sure improvement ideas and proposals have real analytical foundations before they move forward, including validation of assumptions, triangulation of sources, impact logic, and clear rationale for why the recommendation should be implemented.
· Translate large and complicated databases into practical insights, working confidently in environments with high data volume, multiple systems, different data structures, and end-to-end operational flow

📌 GBS Senior Manager (Ciudad de México)
🏢 Kraft Heinz
📍 Ciudad de México