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Global Customer Engagement Lead

hace 2 semanas


Bogotá, Bogotá D.E., Colombia DiDi A tiempo completo

About DiDi Global Inc.

DiDi is the world's leading mobility technology platform, offering a wide range of app-based services across markets including Asia-Pacific, Latin America, and Africa. Our platform provides users with flexible work and income opportunities through ride hailing, taxi hailing, chauffeur, hitch, and other forms of shared mobility, as well as auto solutions, food delivery, intra-city freight, and financial services.

We are committed to collaborating with policymakers, the taxi industry, the automobile industry, and the communities to solve transportation, environmental, and employment challenges through AI technology and localized smart transportation innovations.

About The Team/Role

The Senior Manager of Outbound Operations will oversee the strategy, execution, and optimization of outbound customer engagement efforts within the Customer Experience (CX) department. This role focuses on acquiring new users, driving customer retention, and enhancing engagement through proactive communication.

  • This individual will develop and implement a comprehensive outbound operations strategy to meet business objectives, such as user acquisition, engagement, and retention.
  • They will collaborate with cross-functional teams (marketing, product, data analytics) to align outbound initiatives with organizational goals.
  • Key performance indicators (KPIs) will be established to track the effectiveness of outbound campaigns, ensuring continuous improvement.
  • The manager will manage and oversee outsourced operations with Business Process Outsourcing (BPO) partners to ensure alignment with strategic goals and maintaining high-quality standards.
  • Leading, mentoring, and developing a high-performing team of outbound specialists, including managers and frontline staff.
  • Fostering a culture of accountability, innovation, and excellence within the team.
  • Providing regular coaching and performance reviews to team members.
  • Designing, executing, and overseeing outbound campaigns across multiple channels, such as email, phone, SMS, and social media.
  • Ensuring all communications are personalized, compliant with regulations, and aligned with brand guidelines.
  • Implementing and managing follow-up sequences to optimize customer responses.
  • Leveraging CRM systems, sales engagement platforms, and data enrichment tools to enhance operational efficiency and campaign effectiveness.
  • Collaborating with IT and analytics teams to ensure seamless integration and proper use of technology.
  • Identifying and recommending new tools to support outbound operations.
  • Using data analytics to segment customers, identify trends, and personalize outreach strategies.
  • Monitoring and analyzing campaign performance, providing actionable insights and recommendations.
  • Developing reports and dashboards to communicate results to senior leadership.
Why Work at DiDi?

We value diversity and inclusion in our workplace. We believe that our differences are what make us strong, and we strive to create an environment where everyone feels welcome and valued. As an Equal Opportunity Employer, we do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion, or any other status protected by applicable laws.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that's how we create better products and services, make better decisions, and better serve the communities we're a part of.