Customer Engagement Manager
Description -
MAIN RESPONSIBILITIES:
The Sales Operations organization manages critical business processes ranging from sales and partner inventory data collection to financial compensation processes, directly supporting revenue generation and profitability.
The Retail Analyst – LATAM is responsible for managing and optimizing retail claim, dispute, and compensation processes across the LATAM region, with a strong focus on cycle-time reduction, dispute mitigation, and process transparency.
Key responsibilities include:
 Own and manage delayed LATAM retail claims by actively monitoring all claims exceeding 30 days from program end, initiating follow ups based on delayed PAOM files received from BO.
 Reduce LATAM claim processing cycle time by monitoring, actioning, and escalating delays related to:
• EDI transmissions
• Calendar execution
• Calculations (BO, PAOM, Sales)
 Primary owner of the delay management process, removing operational dependency on KAM, Category,



and Finance teams and allowing focus on systemic issues rather than individual claim execution.
 Monitor LATAM disputes on a weekly basis, managing all disputes >0 days and actively reducing disputes aged >60 days (objective of reducing average aged dispute exposure from approximately $700K to below $500K.).
 Trace disputes back to originating programs, invoices, and calculation dependencies, identifying and escalating root causes such as processing holds or data gaps.
 Coordinate closely with C&C; to obtain full dispute breakdowns and ensure alignment on prioritization and resolution paths.
 Provide transparency and clear reporting to partners and internal stakeholders on claim status, disputes, and financial outcomes.
 Supervise and organize operational review sessions with key stakeholders to review current issues and resolution status.
 Schedule and lead bi weekly operational calls with BO, P AOM, Retail Analysts, and leadership.
 Troubleshoot technical and macro

📌 Customer Engagement Manager (San Pedro Tlaquepaque)
🏢 HP..
📍 San Pedro Tlaquepaque