CX Platforms Expert
What will you do?
- Follow global KPIs for media, digital, social media, influencers, customer experience, content quality and traditional media.
- Design, build, and maintain full stack systems, ensuring seamless integration between backend, frontend, and CRM platforms.
- Implement and oversee the connection center model across new countries, customizing processes to fit local market dynamics and customer behaviors.
- Harness CRM analytics to enhance customer journeys, personalizing experiences and streamlining interactions to reduce friction.
- Develop and refine customer experience strategies to boost satisfaction, loyalty, and advocacy, ensuring a consistent and rewarding customer experience across all points of contact.
- Innovate and manage loyalty programs within the CRM system, nurturing long-term customer relationships and maximizing lifetime value.
- Optimize CRM workflows for superior marketing automation, efficient sales pipelines, and excellence in customer service.
- Collaborate closely with UX/UI designers to ensure that the frontend experience meets user expectations and aligns with business goals.
- Lead digital media strategies, using CRM data to target campaigns effectively and create content that resonates with the customer base.
- Utilize advanced analytics to assess and enhance the performance of CRM initiatives and customer experience results.
- Design efficient customer service processes and blueprints, ensuring scalability and consistency in customer interactions.
- Act as a subject matter expert in the development and execution of loyalty platforms, constantly innovating to keep pace with industry trends and customer expectations.
Who you are?
- BA/BS degree in Computer Science, Marketing, or a related field, with a focus on CRM, CX, and loyalty program methodologies.
- 4+ years of experience in full-stack development, with significant exposure to CRM and CX design, optimization, and loyalty platform development.
- Proficiency in English and Spanish; additional languages are advantageous.
- Expertise in modern frontend and backend technologies, CRM platforms, customer journey mapping, and loyalty platform development.
- Comprehensive understanding of loyalty programs, customer retention strategies, and CRM data analytics.
- Proven track record in process design, blueprint creation, and international project implementation.
- Strong leadership abilities, capable of driving cross-functional collaboration and inspiring teams to achieve shared objectives.
- Exceptional communication skills, both written and verbal, with a proactive and inspirational attitude.
Skills
- Real passion for and knowledge of the media and digital industry.
- Excellent organizational skills and very organized and detail oriented.
- Ability to work in a fast-paced, high-growth environment.
- Experience crafting presentations for senior leadership.
- Strong work ethic, flexibility, and ability to multi-task.
- Self-starter that can operate with minimal direct supervision.
- Strategic mindset and be a collaborative, passionate and results-oriented person.
- Strong interpersonal, communication and persuasive skills.
- Able to work flexible hours, at home, at the office and traveling regularly.
- Languages: Spanish (100%), English (100%). Fluent.
The role
The selected candidate will lead the customer experience model and will collaborate through the different initiatives to deliver consumer insights to accelerate the consumer centricity vision.
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