Head of Customer Experience Strategy for Latin American Markets in Remote Operations

🏢 ABOUT THE COMPANY

Burger King is a global fast-food giant with operations in over 100 countries. Founded in 1954 by Keith J. Kramer and Matthew Burns in Miami, Florida, our mission is to be the most recognized and loved brand in the quick-service sector, serving high-quality food and exceptional customer experiences. With a presence in Mexico and a strong commitment to its local community, we aim to create a positive impact on the lives of our customers and employees alike. Our values include teamwork, respect, and customer satisfaction. Our company has achieved success through innovation, and our dedication to quality has earned us numerous awards and recognition.

🎯 ROLE OVERVIEW

As a remote-based Head of Customer Experience Strategy for our Latin American markets, you will play a critical role in shaping the customer experience at Burger King. Reporting to our Regional Director of Operations, you will be responsible for developing and implementing strategies that drive customer satisfaction, loyalty, and retention. Your expertise will help us better understand our customers' needs, preferences, and pain points, informing our marketing and operational decisions. Your impact will be measured by metrics such as customer satisfaction scores, loyalty program engagement, and sales growth.

📋 KEY RESPONSIBILITIES

Develop and execute customer experience strategies across Latin America, aligned with regional business objectives

Analyze customer feedback, market research, and industry trends to identify opportunities for improvement

Collaborate with cross-functional teams, including marketing, operations, and product development, to implement customer-experience-enhancing initiatives

Design and implement customer engagement programs, including loyalty initiatives and social media strategies

Conduct customer satisfaction surveys and focus groups to inform improvement plans

Develop and maintain relationships with suppliers to ensure high-quality products and services

Monitor customer feedback channels and respond promptly to customer concerns

Develop and track key performance indicators (KPIs) to measure customer experience success

✅ REQUIRED QUALIFICATIONS

7+ years of experience in customer experience strategy, operations, or a related field

Bachelor's degree in Business Administration, Marketing, or a related field

Proven track record of developing and executing customer experience strategies that drive business growth

Expertise in customer journey mapping, service design, and human-centered design

Fluency in Spanish and English, with the ability to communicate effectively with diverse stakeholders

Experience with loyalty program management and customer data analysis

⭐ PREFERRED QUALIFICATIONS

Master's degree in Business Administration, Marketing, or a related field

Experience in the quick-service or fast-food industry

Familiarity with digital marketing tools and platforms

Certification in customer experience or service design

💰 WHAT WE OFFER

Salary range: MXN 50,000 - MXN 80,000 per month

Comprehensive health insurance for you and your dependents

Retirement plan with employer matching contributions

12 paid vacation days per year, plus holidays

MXN 10,000 annual learning and development budget

Flexible remote work policy, with opportunities for in-office collaboration and travel

👥 ABOUT THE TEAM

Our team is comprised of passionate and dedicated professionals who are committed to delivering exceptional customer experiences. We value collaboration, open communication, and a growth mindset. Recent wins include the launch of our new mobile app and the implementation of a restaurant loyalty program, which resulted in a 25% increase in customer retention.

📨 HOW TO APPLY

Please submit your resume and a cover letter outlining your experience in customer experience strategy and operations. We expect to review applications within the next two weeks.

📋 Job Details

Job Type	🌐 Remote
Location	Remote, MX
Address	123 Calle José María Velasco, Mexico City, 05000
Salary	MXN 50,000 – 80,000 / year
Industry	General
Company	Burger King
Valid Until	2026-09-13

📨 How to Apply

Submit your updated CV and a brief cover letter to Burger King. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.