Member Care (CX) Manager - Mexico

We don’t think about job roles in a traditional way. We are anti-silo. Anti-career stagnation. Anti-conventional. 

Beyond ONE is a digital services provider radically reshaping the personalised digital ecosystems of consumers in high growth markets around the world. We’re building a digital services aggregator platform, with a strong telco foundation, and a profitable growth strategy that empowers users to drive their own experience—subscribe once, source from many, and only pay for what you actually use. 

Since being founded in 2021, we’ve acquired Virgin Mobile MEA, Friendi Mobile MEA and Virgin Mobile LATAM (with 6.5 million subscribers) and 1600 dedicated  colleagues across Chile, Colombia, KSA, Kuwait, Mexico, Oman and UAE. 

To disrupt for good takes a rebellious spirit, a questioning mind and a warm heart. We really care about how to get things done and not who manages who. We benefit from our diversity, and together, we disrupt the way we and others thinkin about our lives for good.  

Do you want to exchange ideas, learn from each other and leave your mark on our journey? This is the place for you. 

About the role:

We are seeking a passionate and results-driven Customer Experience (CX) Manager to lead our efforts in enhancing customer satisfaction and loyalty in Beyond One/Virgin Mobile Mexico. In this role, you will be responsible for developing and implementing customer experience strategies that align with our business goals and drive positive interactions across all touchpoints.

What you will do:

• Strategy Development: Design and execute a comprehensive customer experience strategy that enhances customer satisfaction, engagement, and retention.
• Customer Insights: Analyze customer feedback, conduct surveys, and utilize data analytics to understand customer needs and preferences. Identify trends and areas for improvement.
• Cross-Functional Collaboration: Work closely with marketing, sales, product development, and support teams to ensure a cohesive and customer-centric approach across the organization.
• Process Improvement: Identify gaps in customer journeys and recommend process improvements to enhance the overall customer experience. Implement best practices for service delivery.
• Training and Development: Develop and deliver training programs for employees to instill a customer-centric culture. Empower teams to understand the importance of customer experience in their roles.
• Performance Measurement: Establish key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives. Monitor and report on progress regularly.
• Customer Advocacy: Act as the voice of the customer within the organization, advocating for their needs and ensuring their concerns are addressed promptly and effectively.

What you will need:

• Bachelor’s degree in Business Administration, Marketing, or a related field; a Master’s degree is a plus.
• 6+ year of proven experience in customer experience management, customer service, or related roles.
• Experience in Digital, tech or telco companies is a plus.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Excellent communication and interpersonal skills, with fluency in both Spanish and English.
• Ability to lead cross-functional teams and manage projects effectively.
• Passion for enhancing customer satisfaction and driving positive change.

What we offer:

• Rapid learning opportunities - we enable learning through flexible career paths, exposure to challenging & meaningful work that will help build and strengthen your expertise.
• Hybrid work environment - flexibility to work from home 2 days a week.
• Healthcare and other local benefits offered in market.