Customer Experience Manager - ( Brands / CPG)

(Full-time)


Location: Mexico City 


The retail industry across Latin America is worth 2 trillion dollars annually. Hence, to ensure growing sales and market share, brands and retailers spend billions of dollars each year to send thousands of workers to complete in-store tasks like stocking shelves, fulfilling e-commerce orders, delivering e-commerce orders and building displays. Our technology provides brands and retailers with a solution for all these. We do that by connecting our users, via their phone, to our marketplace where they can choose from an inventory of tasks nearby they can complete for brands as independent contractors. In exchange, brands and retailers receive a real-time dashboard of the status of the different tasks being done. To date over 2,000,000 tasks have been delivered by users for brands and retailers via our platform across Mexico and we are transforming the way brands and retailers manage their business.

 

We're looking for people with an entrepreneurial spirit, and passion for building new and different projects. This is a rare opportunity in Latin America to work with a well-funded startup with exponential growth. Our founders are Harvard Business School graduates with deep consumer expertise at Walmart and P&G across Latin America, India, China and Africa. Our company is backed by top investors in Silicon Valley and we currently have over 12,000 users in Mexico (Soon Costa Rica, Colombia and Brasil), helping brands and retailers.


We’re looking for a dynamic Customer Experience Manager - ( Brands / CPG) who moves with speed, has exceptional attention to detail and great relationship management to join our team. In this role, You will be responsible for ensuring the success of  Zubale’s B2B KA and managing their post-sale experience. You will act as the primary point of contact for Zubale’s KA customers and will be “the face of the business.” You will own your book of business and will be responsible for delivering results on KPIs including contract signing, revenue retention and contract expansion. You will meet with customers regularly to communicate Zubale’s value; these conversations may happen in-person or via phone/video conference. You will maintain a deep understanding of Zubale’s solutions so

that you can lead value-added customer conversations, understand customer’s needs, and communicate these needs back to internal teams. In addition, you must have poise and executive presence, and be comfortable presenting to C-level executives You will act as an internal escalation point for customer requests including: technical questions, contract questions, and other account-related questions. You’ll work very closely with the Sales, Operations, and payments teams to resolve our customer’s issues across multifunctional teams. 

You will advocate for customers internally and balance the  needs of the customer with the business needs of Zubale.


 Requirements: 

·      4+ years as a B2B Key Account Manager, Customer Success, or other post-sales customer-facing role with experience in territory ownership, portfolio management, and account planning.

·      CPG/Retail experience is needed to this rol.

·      Proven track record of owning your book of business, delivering results on KPIs including revenue retention and contract expansion.Bachelor’s degree in administrative areas.Proven experience conducting face to face customer meetings and excellent negotiation skills. 

·      Excellent communication skills in Spanish and English, verbal and written (Business vocabulary).

·      Must be extremely well organized and able to prioritize, multi-task, problem solve, and perform under pressure.

·      Willingness to work sporadically on a weekend or after hours and is always available to be contacted if needed. 

·      Must demonstrate empathy for internal and external stakeholders and have a high EQ.

·      Must be curious and a self-starter.

Nice to have:

- Experience working in the start-up environment. 

- Experience with B2B Tech product sales and services.

- Proficient in Microsoft Excel. 

- Previous work or exposure to the promotors market.



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