D2C Customer Experience Leader

The Role The D2C Customer Experience Leader is responsible for defining and elevating the end‑to‑end Direct‑to‑Consumer (D2C) experience across digital, physical, and assisted channels for Mexico and LATAM. This role drives the execution of the D2C roadmap while championing customer‑centric transformation, design thinking, and best‑in‑class omnichannel experiences aligned with corporate data privacy principles. Acting as the strategic voice of the customer, this position ensures alignment between business objectives and customer needs to accelerate growth, reduce friction, and differentiate the brand. What You'll Do D2C Experience Strategy Execute the long‑term D2C customer journey vision across all touchpoints, leveraging Voice of Customer (VOC). Lead the full lifecycle experience: discovery, compatibility tools, purchase, checkout, order tracking, installation, warranties, and post‑sale. Define experience principles, frameworks, and design standards. Roadmap Ownership Define and execute CX initiatives, enhancements, and capabilities based on customer and business priorities. Partner with Product, IT, UX, and business teams to ensure alignment with customer experience standards. Provide clear direction on what and why for experience requirements. Customer Engagement, Conversion & Innovation Design initiatives to improve acquisition, engagement, loyalty, and conversion. Lead ideation of new digital solutions and omnichannel capabilities. Identify emerging trends, technologies, and opportunities for new revenue streams. Insights, VOC & Performance Improvement Analyze VOC metrics (NPS, CSAT, CES) and behavioral data to guide decisions. Define KPIs and monitor journey performance to identify improvement opportunities. Translate insights into strategic recommendations and executive reporting. Activation, Adoption & Change Management Drive internal enablement strategies: training, communication, and CX guidelines. Track adoption using qualitative and quantitative metrics. Champion customer‑centric transformation and D2C maturity across the organization. What Success Looks Like Seamless, intuitive, and scalable omnichannel customer journeys. Measurable improvements in CX KPIs (NPS, conversion, engagement). Strong adoption of D2C tools and processes across the organization. Clear alignment between customer insights and business strategy. Continuous innovation in customer experience and digital capabilities. What You Bring Bachelor's degree in Engineering, Business, or related field (Master's preferred). 5+ years in Customer Experience or Service Design, with at least 3 years in digital/technology‑driven initiatives (omnichannel, O2O, CX transformation). Proven experience designing customer journeys and leading CX strategies. Experience developing roadmaps and business cases. Strong collaboration and stakeholder management skills. Fluency in English and Spanish. Proficiency in Microsoft Office. Experience with tools such as Miro, Figma, Qualtrics, GA4, Hotjar, and CRM systems (preferred). Design Thinking and Change Management certification (preferred). Soft Skills Strategic and systemic thinker. Strong influence and collaboration skills across senior stakeholders. Customer‑centric mindset with creativity and curiosity. Structured, results‑oriented, and highly accountable. About Clarios: Clarios is the global leader in advanced, low-voltage battery technologies for mobility. Our batteries and smart solutions power nearly every type of vehicle and are found in 1 of 3 cars on the road today. With around 18,000 employees in over 100 countries, we bring deep expertise to our Aftermarket and OEM partners, and reliability, safety and comfort to everyday lives. We answer to the planet with a rigorous sustainability focus – advancing best-in-class sustainability practices and advocating for them across our industry. We work to ensure 100% of our products sold are recyclable, and we recycle 8,000 batteries an hour in our network. You can find more information here (PDF). To All Recruitment Agencies: Clarios does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Clarios employees or any other company location. Clarios is not responsible for any fees related to unsolicited resumes/CVs. Equal Employment Opportunity: Clarios, LLC is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law, EEO is the Law (supplement), and Pay Transparency Non-discrimination. If you are an individual with a disability and you require an accommodation during the application process, please email Special.Accommodations@Clarios.com. A Note to Job Applicants: please be aware of scams being perpetrated through the Internet and social media platforms. Clarios will never require a job applicant to pay money as part of the application or hiring process. Clarios is the creator behind the world's most recognizable car battery brands. We are the car battery found in most new vehicles including leading brands such as Ford, General Motors, Toyota, Honda, and Nissan. Our 16,000 employees develop, manufacture, and distribute batteries for virtually every type of vehicle. We recover, recycle, and reuse up to 99% of our battery materials, leading sustainability practices in our industry. A Note to Job Applicants: Please be aware of scams being perpetrated through the Internet and social media platforms. Clarios will never require a job applicant to pay money as part of the application or hiring process.