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Customer Experience Sr Manager Food



Customer Service
Mexico City, Mexico
Posted on Tuesday, November 21, 2023

We are in search of a passionate entrepreneur with a proven ability to create exceptional services, elevate customer experiences, and champion a customer-centric culture within the company. If you are a strategic leader with a passion for CX, this is your opportunity to excel in the Food Delivery industry.



  • Be responsible for creating CX strategies, structure and processes to ensure internal efficiency, influencing the internal teams
  • Be the link and connection between the local business and the CX team, incorporating business strategies in CX's plans for the best customer experience;
  • Translate the business strategy into Customer experience and Customer Service plans
  • Define, monitor and deliver area OKRs;
  • Establish governance to disseminate "Voice of the Customer" to other business areas, improving
  • NPS, contact rate and CSAT
  • Establish governance and connect with the leaders of the client areas to understand and support their
  • needs;
  • Engage regularly with the company's senior leaders;
  • Lead multifunctional and cross company projects with team members in different backgrounds and from different localities in order to bring the Voice of the Customer inside DiDi;
  • Contribute to supportive teams to ensure high customer service quality, performance, training and assessing their results.


  • Ownership and Entrepreneurial Spirit:

  • Demonstrated drive to continuously enhance and refine processes

  • Exceptional communication skills

  • Proven leadership experience in managing high-performance multifunctional teams

  • Flexibility and ability to collaborate with remote teams across different time zones, fostering a

    cohesive and innovative work culture

  • Preferred experience in industries such as food, consultancy, strategy, service, customer support,

    tech, or distribution within high-volume and fast-paced environments

  • Strong ability to collaborate, influence, and engage stakeholders from diverse backgrounds

  • Proficiency in problem-solving within complex settings

  • Proactive, hands-on approach with a strong sense of ownership and accountability

  • Bachelor's degree

  • Proficiency in English