Lead and transform a 50+ Customer Service team into a revenue-driven function. Design CX strategies to increase retention and expand U.S. accounts Sobre nuestro cliente U.S.-based industrial company with strong presence in industrial and technical markets. The organization is focused on delivering high-quality technical solutions and elevating the customer experience as a strategic growth driver. Descripción Develop and execute a long-term Customer Experience strategy aligned with revenue growth and commercial objectives. Transform the Customer Service organization (50+ team members) into a more commercially driven function, promoting upselling, cross-selling, and proactive client engagement. Optimize end-to-end customer processes (including Order-to-Cash, billing, and dispute resolution) to reduce friction and enhance customer loyalty. Present data-driven insights and strategic proposals to senior leadership, positioning CX as a revenue-generating function rather than a cost center. Identify opportunities within the customer journey to increase retention, expand accounts, and drive incremental sales. Partner closely with Sales, Operations, and Finance to align customer experience initiatives with overall business growth strategy. Perfil buscado Advanced English (C1-C2); ability to engage seamlessly with U.S.-based customers, direct reports and senior stakeholders. Proven experience leading Customer Service or Customer Experience teams of 50+ members. Demonstrated track record of implementing strategies that increased revenue through Customer Service or Customer Experience initiatives. Strong commercial mindset, with the ability to coach teams to identify sales opportunities within service interactions. Experience supporting U.S. clients within industrial, technical, or instrumentation environments. Executive presence and ability to influence cross-functional stakeholders and drive cultural change toward a commercially oriented mindset. Qué Ofrecemos Competitive compensation and above-market benefits package. #J-18808-Ljbffr