Customer Experience Manager

About the role

Culligan is seeking a Customer Experience Manager to lead the CX strategy and Service Excellence agenda in Colombia. This strategic leadership position focuses on designing and driving an end‑to‑end customer experience that links insights, operational performance, and business results.

Key responsibilities

• Develop and execute the national Customer Experience strategy.
• Lead continuous improvement of the end‑to‑end Customer Journey.
• Drive Voice of Customer initiatives and translate insights into action plans.
• Monitor key CX indicators such as NPS, CSAT, churn, retention and customer complaints.
• Establish a strong closed‑loop management approach to identify root causes and drive measurable improvements.
• Strengthen service standards, SLAs, operational processes and performance metrics.
• Leverage data, CRM, digital tools and automation to improve customer experience and operational efficiency.
• Lead cross‑functional initiatives with Sales, Operations, Finance, IT, HR, Supply Chain and Product.
• Lead and develop the Customer Experience team.

Required profile

• Bachelor's degree in Engineering, Business Administration, Marketing or related field.
• MBA or postgraduate degree in Business, Customer Experience, Operations or Strategy.
• 8+ years of experience in Customer Experience, Customer Loyalty or Customer Service.
• Experience leading multidisciplinary teams.
• Experience in service‑oriented and digitally transforming companies, preferably B2B.
• Advanced English proficiency.
• Strong strategic thinking, business acumen, stakeholder management and executive communication skills.

Required skills

• Knowledge of CRM systems.
• Data analytics expertise.
• Continuous improvement methodologies such as Lean or CX Design.