Customer Experience Team Leader
UnileverCore Responsibilities
The Customer Experience Team Leader manages a team of specialists (CPFR and Analyst) to ensure every customer interaction is smooth, empathetic, and efficient, leading the entire customer end-to-end process for optimal service delivery. Key duties include team management through feedback and onboarding, monitoring performance metrics, strategic CX improvement via customer feedback analysis, handling complex escalations, and leading workflow optimization.
Requirements
Candidates must possess high emotional intelligence, conflict resolution skills, and motivational leadership abilities, alongside strong analytical capabilities for data interpretation and metric calculation to inform decision-making. Required technical proficiency includes mastery of SAP and exceptional verbal and written communication skills for de-escalating tense situations.
Key Skills & Technologies
Additional Information
Experience Level
2-5
Job Language
Spanish
Work Mode
On-site