Customer Experience Lead

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

What this job involves

Lead the implementation and adaptation of Customer Experience strategies at the country level, enhancing the value of experience, events, and community for MercadoLibre, aligned with regional objectives and local needs. This role serves as the primary ambassador experience in the country while fostering a user-centered culture throughout the local organization.

Your day-to-day tasks will include:

• Adapt and implement the ExperienceX: Pulse Program at the country level, aligning local experience initiatives with regional and business objectives

• Implement and maintain consistent service standards across all country offices, adapting services to specific cultural needs while preserving the company essence.

• Lead local teams to achieve user experience objectives and implement technological solutions that enhance local user experience

• Develop and execute an event calendar that promotes companies culture and values while implementing initiatives that strengthen the local employee community

• Work closely with Senior Facilities Management to ensure installations support the experience strategy and collaborate on sustainability initiatives

• Maintain fluid communication with CX Lead Latam and regional teams, preparing and presenting local experience reports aligned with regional KPIs

• Efficiently manage assigned budgets for experience initiatives while identifying resource optimization opportunities and value generation

Required Qualifications:

• Bachelor's degree in Business Administration, Customer Experience Management, or related field

• Proven experience in leadership roles within Customer Experience or Facilities Management

• Demonstrated experience implementing regional-level experience programs

• Strong leadership, communication, and project management skills

• Fluency in Spanish and English

• Experience managing budgets and resources effectively

• Track record of successful cross-functional collaboration and team leadership

Preferred Qualifications:

• Knowledge of Portuguese language

• Experience in technology or e-commerce environments

• Background in event planning and community management

• Familiarity with sustainability initiatives and workplace efficiency programs

• Experience with data analysis and KPI reporting

• Understanding of Latin American cultural dynamics and business practices

• Previous experience with facilities management coordination

Location:

On-site –Buenos Aires, ARG

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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