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...