Director, Customer Prospection & Experience - LATAM OU

Overview

Location(s) : Mexico

City / Cities : Mexico

Travel Required : 00% - 25%

Relocation Provided : No

Job Posting End Date : September 30, 2025

Shift :

Job Description Summary :

We’re accelerating our momentum as the fastest growing large consumer goods company in Latin America. People are our focus when we’re collaborating with our diverse network of locally connected bottling partners, and when we’re returning every drop of water we use to communities and nature. We empower our employees to challenge the status quo, make bold recommendations, experiment and adapt, so we can grow together and make a great business even better.

ROLE PROFILE

DIRECTOR CUSTOMER PROSPECTION & EXPERIENCE - LATAM

• This role is responsible for leading the design, development, and implementation of LATAM Customer Prospection and Customer Experience (CX) strategies to accelerate our portfolio growth in the market and quantum leap our Net Promoter Score performance across all channels.
• Role scope consists of 39 LATAM markets, covering 67 Bottlers operations and 4.8MM customers currently served on a weekly basis, with an average 55% NPS. This position goal is to bring +1MM net new outlets and increase +10pp to achieve 65% NPS in the next 3 years.
• Lead disruptive strategy and thinking for new customers prospection with Bottlers commercial directors through artificial intelligence algorithms and external geocoding and socio-economic data to increase KOS portfolio numeric distribution, share of visibility inventory (SOVI), and market share.
• Lead the design and alignment of KOS Customer Experience shared vision, including customer journey, superior experience, and closed the loop to address pain points, together with Bottler leadership teams over 5 years horizon, and translate it into specific implementation projects to deploy with each Bottler operation, over short-term horizon (1 – 3 years).
• Lead development of Advanced Analytics and Artificial Intelligence approaches to map out customer & consumer needs, and propose market actions, resulting in higher market share, increased sales revenue, improved margins.
• Lead LATAM Commercial Ecosystem Board with Bottlers Commercial VPs, LATAM Senior VP C&CL and LATAM VP Value to Market to accelerate “outside-in” disruption from startups, scale ups, universities, etc.
• Provide guidance and support for investment decisions in Kamay Corporate Venture Fund (LATAM Corporate Venture Fund).

KEY SUCCESS PARAMETERS

Experience

Work Focus

Communication Focus

Skills :

Alteryx, Branding, Channels Strategy, Conversion Rate, Customer Insights, Demand Generation, Digital Advertising, Google Analytics, Key Performance Indicators (KPI), Leadership, Marketing Campaigns, Marketing Strategies, Market Segmentation, Media Buying, Microsoft Office, Microsoft Power Business Intelligence (BI), Product Commercialization, Sales Channel Development, Social Media, Strategy Development, Structured Query Language (SQL), Tableau (Software)

Our Purpose and Growth Culture :

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.

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