Jefe de Experiencia y Servicio al Cliente

About the role

The Head of Customer Experience and Service will lead the strategy for a high‑volume contact channel, ensuring service, operational and commercial targets are met. This senior position partners with management to drive business vision beyond daily operations.

Key responsibilities

• Design and implement strategies that strengthen customer experience and amplify the customer voice at every interaction.
• Analyze productivity and quality statistics to define continuous‑improvement plans.
• Escalate and resolve high‑impact incidents that could affect service continuity.
• Drive commercial and service goals, ensuring achievement of cross‑sell, product placement and other business KPIs set by management.
• Lead commercial initiatives within the channel, identifying sales opportunities while maintaining service quality.
• Act as a strategic partner to senior management, providing business insights beyond day‑to‑day operations.

Required profile

• Degree in Business Administration, Marketing, Industrial Engineering or related field.
• Master’s degree in Business Administration, Economics, Projects, Finance or related field.
• Proven ability to lead, connect with and develop teams.
• Strategic thinking and change‑management capability.
• Strong commercial orientation and customer‑service focus.
• Leadership experience is essential; prior experience in telephone contact channels or call centers is a plus but not mandatory.

Required skills

What we offer

• Competitive salary aligned with experience, plus variable compensation scheme.
• Opportunity to belong to an organization that promotes internal talent growth.
• Additional benefits beyond statutory requirements.