Jefe De Postventa

Customer Service Strategy Designer

Design and execute the customer service strategy for the retention and loyalty of corporate clients in order to achieve a long-term relationship based on CX.

• Develop strategies and policies for corporate customer service, through the design of loyalty programs and optimization of processes with other areas of the company.
• Generate collaborative strategies in conjunction with other departments to ensure an excellent customer experience by defining SLAs.
• Execute loyalty, up selling, and cross selling campaigns through events and other actions related to the care of corporate client churn.
• Measure the degree of customer satisfaction and execute action plans related to the results through NPS surveys to corporate clients.
• Lead the after-sales team of coordinators, specialists, and executives ensuring their development, support, and achievement of goals.
• Establish and strengthen strategic relationships with key clients, stakeholders, decision-makers of relevant companies or industries of the country, with the objective of loyalty and anticipating their needs.
• Ensure the fulfillment of after-sales objectives with key areas and departments through weekly follow-up and implementation of corrective actions if necessary.
• Supervise the preparation of sales reports, forecast, pipeline, and critical KPIs, for timely decision-making and correct deviations. Establish management processes and tools, ensuring efficiency, traceability, and effective use of the corporate CRM.

• Commercial Strategies
• Financial Indicators
• Project Design
• Strategic Planning
• Methodology and Customer Experience
• Data Analysis and Customer Service Metrics