Senior Customer Experience Manager — E-commerce Team

🏢 ABOUT THE COMPANY

Best Buy, founded in 1966, is a leading multinational consumer electronics retailer with a strong presence in Mexico. Our mission is to listen, provide expertise, and offer innovative solutions to help our customers achieve their aspirations. As a dynamic organization with a commitment to community involvement, we strive to be a great place to work. With over 400 stores across Mexico and a dedicated team of passionate employees, we're constantly pushing the boundaries of what's possible in retail.

🎯 ROLE OVERVIEW

As a Senior Customer Experience Manager on our e-commerce team, you will play a pivotal role in driving exceptional customer engagement and loyalty across our digital platforms. Reporting directly to the Director of E-commerce, you will be responsible for developing and executing strategies to enhance the online shopping experience, foster customer retention, and drive revenue growth. Your primary goal will be to deliver world-class customer experiences that exceed expectations and build lasting relationships with our customers.

📋 KEY RESPONSIBILITIES

Design and implement customer experience strategies across multiple digital channels, ensuring seamless and personalized interactions at every touchpoint.

Develop and maintain relationships with key stakeholders, including marketing, product, and operations teams, to ensure alignment and effective execution of customer experience initiatives.

Collaborate with cross-functional teams to identify opportunities for growth and implement data-driven solutions that improve customer engagement and loyalty.

Analyze customer feedback, review online ratings, and conduct surveys to identify areas for improvement and measure the effectiveness of implemented solutions.

Develop and maintain a deep understanding of customer needs, preferences, and pain points, using insights to inform product development and feature enhancements.

Create and manage A/B testing and experimentation plans to optimize customer experience and drive business growth.

Monitor and analyze key performance indicators (KPIs) to measure the success of customer experience initiatives and make data-driven recommendations for improvement.

✅ REQUIRED QUALIFICATIONS

6+ years of experience in customer experience, e-commerce, or a related field, with a proven track record of delivering exceptional customer experiences.

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

Advanced knowledge of customer experience design principles, customer journey mapping, and user experience (UX) design.

Experience with A/B testing and experimentation tools, such as Optimizely or VWO.

Proficiency in data analysis and interpretation, with experience using tools like Google Analytics or Mixpanel.

Fluency in Spanish and English, both written and spoken.

⭐ PREFERRED QUALIFICATIONS

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

Certification in customer experience, UX design, or a related field.

Experience with Amazon Web Services (AWS) or Microsoft Azure cloud platforms.

Familiarity with Agile project management methodologies.

💰 WHAT WE OFFER

Our Senior Customer Experience Manager will receive a competitive salary ranging from 500,000 to 800,000 MXN per year, depending on experience.

We offer a comprehensive health insurance plan for employees and their families, as well as a retirement plan with employer matching.

Employees are entitled to 20 vacation days per year, plus 10 national holidays and 2 additional company-designated holidays.

We offer a generous learning and development budget to support ongoing education and professional growth.

As a remote-first company, we offer flexible work arrangements that prioritize work-life balance and employee well-being.

Our team is collaborative, dynamic, and passionate about delivering exceptional customer experiences.

We offer opportunities for career growth and professional development, with a focus on promoting from within.

👥 ABOUT THE TEAM

Our e-commerce team is comprised of talented professionals who share a passion for delivering exceptional customer experiences. We are a collaborative and dynamic team that values open communication, teamwork, and continuous learning. We're driven by a shared goal to exceed customer expectations and build lasting relationships.

📨 HOW TO APPLY

To apply for this exciting opportunity, please submit your resume and a cover letter outlining your relevant experience, skills, and accomplishments. We look forward to reviewing your application and learning more about your qualifications.

📋 Job Details

Job Type	🌐 Remote
Location	Mexico City, MX
Address	Av. Paseo de la Reforma 123, 06600
Salary	MXN 50,000 – 80,000 / year
Industry	General
Company	Best Buy
Valid Until	2026-09-13

📨 How to Apply

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