Customer Experience Manager

Responsibilities

• Monitor and analyze service performance indicators within commercial processes to detect deviations and improvement opportunities.
• Design and optimize customer service processes to ensure a consistent, high-quality experience.
• Coordinate with responsible departments to ensure the execution of necessary actions for service delivery and timely incident resolution.
• Ensure that deviations impacting the customer experience are addressed and resolved effectively.
• Diagnose and identify opportunities to improve the operational experience of collaborators regarding processes and tools.

Requirements

• Bachelor's degree in Business Administration, Marketing, Industrial Engineering, or a related field (Degree or Professional License required).
• Advanced English proficiency.
• Proven experience in Traditional, Modern, or Market channels.
• Experience in Customer Service or Sales Administration.
• Advanced Excel skills.
• Knowledge of Route-to-Market (RTM) sales service models.
• Knowledge of logistics and delivery processes.
• Knowledge of administrative controls and procedure development.

About the Company

Arca Continental is a leading company dedicated to the production, distribution, and sale of non-alcoholic beverages from The Coca-Cola Company, as well as salty snacks under the Bokados, Inalecsa, and Wise brands. With over 92 years of history, it is the second-largest Coca-Cola bottler in Latin America and one of the most important in the world.