Senior Customer Experience Manager - Latin America Regional Strategy

🏢 ABOUT THE COMPANY

Dunkin'

is a global company founded in 1950 that specializes in coffee and baked goods, serving over 3,500 locations across the globe. Our mission is to inspire and nurture the human spirit by creating the perfect blend of quality, value, and experience. As a company, we strive to create a culture that values teamwork, innovation, and customer satisfaction. With a rich history and a strong brand, Dunkin' is a great place to work.

🎯 ROLE OVERVIEW

The Senior Customer Experience Manager will be responsible for leading customer experience strategy across Latin America, ensuring seamless and consistent high-quality customer interactions. The role will work closely with regional and global teams to develop customer-centric initiatives and drive business growth.

📋 KEY RESPONSIBILITIES

Develop and execute regional customer experience strategy aligned with global standards, ensuring consistency across Latin America.

Lead cross-functional teams to design and implement customer experience transformations, driving business outcomes and customer satisfaction.

Collaborate with regional and global teams to identify and implement best practices, driving continuous improvement.

Conduct customer research and analysis to inform business decisions and drive strategy.

Create and manage customer experience budgets, ensuring effective resource allocation.

Develop and maintain metrics to measure customer experience performance.

Partner with vendors and partners to develop and implement customer experience solutions.

✅ REQUIRED QUALIFICATIONS

Bachelor's degree in Business Administration, Marketing, or related field.

Minimum 8 years of customer experience management experience, preferably in a multinational company.

Proven track record of developing and executing customer experience strategies that drive business growth.

Strong analytical and problem-solving skills, with ability to leverage data to inform business decisions.

Excellent communication and interpersonal skills, with ability to build and lead high-performing teams.

Fluent in Spanish and English, with ability to communicate in Portuguese.

⭐ PREFERRED QUALIFICATIONS

Master's degree in Business Administration, Marketing, or related field.

Experience in the quick-service restaurant or retail industry.

Certification in customer experience management or related field.

💰 WHAT WE OFFER

Salary range: MXN 520,000 - MXN 780,000 per annum.

Health insurance, retirement plan, and comprehensive benefits package.

Generous vacation days and learning and development budget.

Remote work policy, with flexibility to work from home.

Opportunity to join a dynamic and collaborative team, with a growth path for professional development.

👥 ABOUT THE TEAM

The customer experience team consists of 6 members, all working together to drive business growth through customer-centric initiatives. We value collaboration, continuous learning, and innovation, and strive to create a culture of teamwork and excellence. Recent wins include the launch of a new customer experience survey and the implementation of a customer feedback system.

📨 HOW TO APPLY

If you are a motivated and results-driven customer experience professional, please submit your resume and a cover letter explaining why you are the perfect fit for this role.

We expect to respond to all applicants within 2 weeks of application submission.

📋 Job Details

Job Type	🌐 Remote
Location	Remote, MX
Address	Av. Reforma 123, Cuauhtémoc, 06500 Ciudad de México, CDMX, 06500
Salary	MXN 50,000 – 80,000 / year
Industry	General
Company	Dunkin'
Valid Until	2026-09-15

📨 How to Apply

Submit your updated CV and a brief cover letter to Dunkin'. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.