Customer Experience (CX) Manager

About the role

The Customer Experience (CX) Manager will lead the CX strategy for Chile and Paraguay, ensuring a consistent, measurable, and differentiated experience across the entire customer journey. This senior role is pivotal for structuring processes, defining KPIs, and fostering a customer‑centric culture during a period of transformation and growth.

Key responsibilities

• Design and implement the end‑to‑end CX strategy for Chile and Paraguay.
• Define, monitor, and manage CX indicators such as NPS, VoC, churn, complaints, and SLAs.
• Lead continuous‑improvement initiatives, identifying pain points and optimization opportunities.
• Implement and consolidate Voice of Customer (VoC) and CX governance models.
• Collaborate cross‑functionally with commercial, operations, technical service, marketing, and technology teams.
• Drive a customer‑centric culture and support organizational change.
• Lead and develop multidisciplinary teams, ensuring high execution standards.
• Support growth, integration, and standardisation processes related to acquisitions or expansion.

Required profile

• Professional degree in Engineering, Business Administration, Economics, Marketing or a related field.
• 8–10 years of experience in Customer Experience, Service Excellence or similar roles.
• Proven experience leading teams and CX transformation initiatives.
• Strong data‑driven mindset with experience managing CX metrics.
• Experience in complex, matrixed or transforming organisations.
• Strong leadership, influencing and decision‑making skills.
• Intermediate to advanced English (preferred).

Required skills

What we offer

• Opportunity to join a company in a phase of growth and transformation.
• Strategic role with direct impact on customer experience and business results.
• Collaborative, dynamic, and challenging work environment with room to make a real impact.