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Customer Experience (CX) Manager LatAm

CHEP -
Ciudad de México, CDMX

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Información del empleo

Tiempo completo

Cualificaciones

Plurilingüe
Mercadotecnia
Inglés
Licenciatura
Mejora continua
Portugués
Gestión de venta al por menor

Descripción completa del empleo

CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model .

Job Description

Key Responsibilities May Include:

Develop and execute a comprehensive CX engagement strategy, ensuring alignment with organizational goals and delivering measurable customer-centric outcomes.
Establish and lead an external customer panel or steering committee to gather first-hand Voice of Customer (VoC) insights, driving innovation and informing the CX strategy.
Collaborate with internal teams (e.g., Commercial, Marketing, EKA, MNA) and differentiated customers to co-develop and implement tailored CX plans that enhance engagement and support critical business objectives.
Design and deliver compelling, value-driven CX propositions aligned with CHEP’s Brand Promise to foster customer loyalty and differentiation.
Represent CHEP in external forums, conferences, and customer panels, leveraging insights to shape CX initiatives and stay ahead of market trends.
Stay updated on industry developments, competitor activity, and market changes, integrating these insights into CX strategies and initiatives.
Partner with internal insights and marketing teams to align external and internal perspectives, ensuring a cohesive approach to customer engagement.
Champion customer-centric practices across the organization, fostering a culture of continuous improvement in CX initiatives.

The Customer Experience (CX) Manager LATAM is accountable for leading, embedding, and continuously improving Customer Experience across the region, ensuring that customer insights, operational performance, and customer‑facing touchpoints are consistently aligned to drive customer satisfaction, loyalty, and advocacy.

The role owns the regional CX agenda, translating customer feedback, performance metrics, and operational insights into clearly prioritized, cross‑functional actions that improve the end‑to‑end customer journey. The CX Manager LATAM acts as an integrator across Commercial, Operations, Supply Chain, Customer Service, and Retail teams, ensuring CX is managed as an enterprise capability and business discipline.

Marketing‑related responsibilities within this role are limited to light‑weight, tactical enablement and coordination activities that support CX priorities and customer communications, in alignment with CHEP and Brambles global brand guidelines. This role does not own regional marketing strategy, brand strategy, or campaign design.

The role ensures alignment between regional CX initiatives and global CX frameworks, while adapting execution to local market needs, with a clear focus on supporting LATAM’s growth ambitions.

What We’re Looking For

Experience

10+ years of experience in Customer Experience, Commercial, Operations, or Strategy roles
Proven track record leading CX or customer-centric initiatives
Experience working in regional or multi-country environments
Strong experience influencing without direct authority

Skills

Customer insight and data interpretation
Cross-functional collaboration and stakeholder management
Strategic thinking with strong execution capability
Change management and cultural transformation
Familiarity with CX platforms and digital tools

Education

Bachelor’s degree in Business, Engineering, Marketing, or related field
Postgraduate studies are a plus

Languages

Fluent in Spanish and English (required)
Portuguese is a plus

What Makes This Role Unique

No direct reports — success is driven through influence and collaboration
Opportunity to shape CX maturity across diverse markets
Balance of strategy, analytics, and execution

Remote Type

Hybrid Remote

Skills to succeed in the role

Adaptability, Customer Insights, Data Analytics, Empathy, Experimentation, Industry Trend Analysis, Market Analysis, Storytelling, Taking Ownership, Teamwork, Understand Customers

We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at [email protected].

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