Job description
the customer experience manager - service delivery is a critical role that oversees all aspects of service delivery in mexico, supporting lvmh w&j brands. This position involves managing a high-performing team to ensure exceptional customer experiences and business outcomes.
key responsibilities:
* service backlog management: minimize client wait times and optimize workflows for improved service efficiency by effectively managing the service backlog.
* team support and training: provide comprehensive support and training to the customer service team on all it systems related to repair management, spare parts, warranties, and communication.
* boutique relationships: build strong relationships with boutiques by offering ongoing support and training, and enforcing standard operating procedures (sops) to ensure consistent service quality.
* asset management: ensure responsible asset management and effectively resolve or escalate complex customer service issues.
required skills and qualifications:
* fluent english: advanced level (c1)
* customer service experience: ~5 years in customer-facing roles or after-sales services
* data analytics: expertise in data analysis and interpretation
* process management: creation, implementation, and management of processes (workflows)
* it skills: strong skills in information systems and erp (sap, salesforce, cegid, etc.)
* office suite knowledge: advanced knowledge of microsoft office
* project management: excellent project management skills with a strong ability to problem-solve
* valid passport and visa: possession of a valid passport and visa