Customer Experience Director

At Grupo SIMCA, we are looking to integrate a Customer Experience Manager into our team, responsible for designing and leading a comprehensive strategy that raises service standards and strengthens the relationship with our customers. We are looking for a person with strategic vision, commercial sensitivity, and a genuine orientation toward service, capable of transforming every interaction into a differentiated, personalized, and memorable experience.

PURPOSE OF THE POSITION

To design, implement, and direct Customer Experience (CX) strategies that allow for a deep understanding of our customers, anticipating their needs, strengthening their loyalty, and ensuring an exceptional experience during every stage of their relationship with Grupo SIMCA. This position will play a key role in articulating the different areas involved in the customer experience, driving a culture of service, quality, and continuous improvement.

MAIN RESPONSIBILITIES

• Design and execute the Customer Experience strategy, aligned with business objectives.
• Define and monitor satisfaction, quality, and service indicators.
• Detect opportunities for improvement and coordinate action plans.
• Supervise and evaluate service standards in the various areas involved.
• Design and ensure the correct execution of service protocols and sequences.
• Manage loyalty programs, VIP attention, and special experiences.
• Analyze information regarding customers, incidents, needs, and behavior to generate improvement actions.
• Coordinate the attention and follow-up of special cases and incidents with Comercial and Postventa.
• Participate in direct customer attention and welcoming.
• Drive staff training in service and customer experience.
• Promote a culture of service, excellence, and continuous improvement.
• Ensure the proper handling of confidential information and customer privacy.

PROFILE WE ARE LOOKING FOR

• Bachelor's degree in Administration, Hospitality, or related field.
• Minimum of 3 years of experience in managerial or leadership positions related to Customer Experience, Service, Hospitality, Comercial, or related areas.
• Experience in the real estate sector; preferred.
• Advanced English, with excellent oral and written command.
• Experience in attention and management of high-value customers.
• Advanced use of Microsoft Office.
• Experience in implementation and monitoring of CRM.
• Availability to travel between projects in Yucatán and Quintana Roo.

WHAT DO WE EXPECT FROM THIS POSITION?

That you are capable of anticipating customer needs, connecting teams, and converting service excellence into a strategic differentiator for Grupo SIMCA. If you are passionate about creating extraordinary experiences, leading teams, and transforming customer relationships through innovative and high-impact strategies, we want to meet you. We are located near Temozón Norte.

-Requirements-

• Minimum education: Higher education - Bachelor's degree
• 3 years of experience
• Languages: English
• Age: between 32 and 52 years
• Knowledge: Crm, Microsoft office
• Driver's licenses: A
• Availability to travel: Yes
• Keywords: lider, jefe, gerente, manager, director, chief, lead, jefatura, regente, costumer, cliente