Omnichannel Excellence Manager Latam
About the Role
The Omnichannel Transformation Manager LATAM plays a critical role in shaping and leading the omnichannel strategy across the Latam region, with a strong focus on driving business transformation, optimizing the customer journey, and accelerating the adoption of digital capabilities across all customer-facing channels. This role leads to the development, implementation, and continuous improvement of scalable omnichannel initiatives, working closely with regional leadership, marketing teams, sales teams, and global counterparts to deliver an integrated and customer-centric experience. The role also includes the leadership and development of a team of specialists and cross-functional project squads.
What You Will Do
- Define and lead the regional omnichannel strategy , aligning with global priorities and frameworks, and adapting them to Latam business needs to drive commercial impact and operational efficiency.
- Lead the Tork Experience Center for LATAM as a regional platform that integrates Lead Management, customer care, digital engagement, virtual sales and experience initiatives, positioning it as a unifying element of the omnichannel customer attention. Drive cross-country and cross-functional collaboration (sales, marketing, customer service, and digital) to ensure consistent value delivery and impact.
- Drive business transformation towards omnichannel within the Latam Region with direct / indirect models and low & tech touch experience.
- Work alongside the Omnichannel Excellence Direct / Indirect Models to understand our customers’ holistic omnichannel journey(s).
- Determine how best to optimize our customers’ experience with the Brand/Product throughout owned experience / journey(s) and drive the continous learning and best practices unification across the region.
- Set and implement omnichannel best practice (on direct/indirect models) by partnering with central functions and the local sales and marketing organizations.
- Partner with the Commercial Excellence training team to drive upskilling and training needs to omnichannel Virtual Sales.
Who You Are
- Master’s Degree highly preferred.
- +7 years of eCommerce or digital experience required; B2B experience preferred.
- Experience working in a Global/Transatlantic set up highly preferred.
- English level C1.
- You are a strategic thinker and digital enthusiast, passionate about transforming how we connect with customers across channels. You thrive in cross-functional environments, balancing innovation with structure. You combine analytical skills with creativity, and you're not afraid to challenge the status quo to drive results.
What We Can Offer You
Our purpose, Breaking Barriers to Well-Being, provides meaning to everything we do. Join us to improve well-being for people and drive positive change for society and the environment. At Essity, you'll feel valued, empowered to grow, and challenged to achieve business results in a collaborative and open atmosphere. Innovate for Good | Excel Together | Be You with Us
Location
Medellín, Colombia or México (Santa Fé)
