We need an English-fluent Omni-Channel Senior Manager (Salesforce), based in Mexico City, available to work hybrid.

We are looking for someone with exceptional communication and relationship-building skills, who embraces changes while maintaining strong attention to detail. An interested and proactive person, who's constantly learning and improving their skills.

Are you the one we are looking for?

Responsibilities:

• Design and implement omni-channel strategies using Salesforce to enhance customer experience across multiple touchpoints (e.g., web, mobile, email, social media, in-store).
• Configure and optimize Salesforce Omni-Channel features to improve service workflows and customer support.
• Collaborate with marketing, sales, and customer service teams to ensure a unified customer journey.
• Analyze customer data and behavior to refine engagement strategies and recommend improvements.
• Monitor and maintain integration between Salesforce and other communication platforms.
• Troubleshoot and resolve issues with Salesforce Omni-Channel functionality.
• Create detailed documentation and reports on omni-channel processes and customer interaction metrics.

Requirements:

• 8+ years of experience with Salesforce.
• Proven experience with Salesforce Omni-Channel features and Salesforce Service Cloud.
• Strong background in omni-channel strategy design and implementation.
• Experience in integrating Salesforce with various communication channels and CRMs.
• Bachelor's degree in Marketing, IT, Business, or related field.
• Analytical skills to interpret customer data and behavior patterns.
• Excellent communication and project management abilities.
• Salesforce certification preferred.