Customer Experience Manager

Description

Job Summary: We are seeking a Customer Experience Manager to define the customer experience strategy and collaborate with internal teams, serving as the ultimate advocate for the user. Key Highlights: 1. You will define the customer experience strategy 2. You will work in a collaborative environment where your voice matters 3. Opportunities for continuous learning and professional development **About the Role:** Antofagasta combines a rich industrial history with dynamic coastal energy, and at Laguna Negra SpA, we apply that same standard of excellence to how we serve our customers. We build customer relationships that feel genuine, personal, and proactive. We believe customer service need not be transactional or robotic. We seek a Customer Experience Manager who can take full ownership of our service journey. You won’t just respond to emails—you’ll define the customer experience strategy. You’ll collaborate closely with internal teams, acting as the bridge between customer needs and company solutions. You’ll be the definitive user advocate in a room full of operations and stakeholders. **Why Work With Us?** * **The Environment:** Our office is located right in the heart of Antofagasta. We value a workplace that fosters collaboration: a dynamic team, modern workspaces, and an environment where your voice truly matters. * **Maturity in Customer Service:** We don’t need you to convince us that customer experience matters—we already know. From day one, you’ll have direct input into shaping our service standards. * **Modern Technology:** We use up-to-date CRM platforms and communication tools, ensuring you have the right technological toolkit to work efficiently. * **Growth:** You’ll have opportunities for continuous learning and professional development to keep your skills current. **Key Responsibilities:** * **Customer Journey Ownership:** Maintain and evolve our support workflows. Ensure consistency across all customer touchpoints. * **End-to-End Service:** Lead the process from initial inquiry resolution through proactive retention efforts and feedback collection. * **Process Improvement:** Identify recurring customer pain points and collaborate with management to implement systemic solutions that elevate service quality. * **Customer Insights:** Don’t just guess—validate your assumptions with customer feedback, survey data, and interaction metrics before issues escalate. * **Stakeholder Management:** Present your service reports and improvement ideas to internal management. You understand how to explain the "why" behind customer metrics—not just track the numbers. **What We’re Looking For:** * **Experience:** 3+ years in customer service, customer success, or customer experience, with a proven track record handling complex accounts or escalations. * **Portfolio / Track Record:** A strong history of improving customer satisfaction and reducing churn. We want to see examples of how you’ve solved difficult customer problems. * **Tools:** You are comfortable using CRM systems, helpdesk software, and modern communication tools. * **Language Skills:** Native/C1-level Spanish is required for customer interactions. * **Mindset:** You are pragmatic—you know when to listen with empathy and when to execute a firm, efficient solution. Salary: $800,000–$1,100,000 per month Work Location: Hybrid in Antofagasta, Antofagasta