Juan Carlos Esparza King Email & Phone Number

Mexico City, Mexico

Mexico City, Mexico

- Establish and maintain close relationships with over 40 SMB and Enterprise accounts for contract renewals, resolving day to day issues, and special requirements.- Working with teams across the company (Billing, Growth, Facilities, Product) in order to offer tailored solutions to our clients promptly and effectively. - Assist new customers of all sizes (SMB through Enterprise) in embracing the transformation from traditional spaces to Space as a Service and onboard them into the whole WeWork ecosystem.

Mexico City Area, Mexico

- Managed delivery and supervised over 17,000 m2 of new office space.- Oversaw the day-to-day building operations (+3,000 members).- Managed +20 accounts for contract renewals, upsells, and special requirements, consistently maintaining an average of 80 NPS points.- Understanding data sources (Medallia, Salesforce, Power BI) and using them effectively to identify processes and services that had great positive impact on CX.

- Improving customer support guidelines by implementing customer feedback surveys on key moments of the sales process.- Implementing a brand new inbound sales and marketing strategy, in order to improve lead quality and customer service, while optimizing resources. - Working as a team with both sales and marketing departments to ensure our service, content and brand voice was consistent throughout the customer journey, creating an enjoyable experience for our students.- Planning and coordinating nationwide digital marketing campaigns, buying ads across Facebook, Instagram, and Google advertising platforms.

- Developing brand, concept and menu.- Analyze data and customer input to guarantee 100% customer satisfaction.- Managing contractors during renovations period.- Interviewing and hiring a staff of 12 people for back and front of house operations.- Training team members to deliver an outstanding customer experience.- Responding efficiently and assertively to customer suggestions and complaints.- Planning and supervising all marketing campaigns on social media and Google Ads.- Coordinating daily restaurant management operations, including overseeing vendors, payroll, team member shifts, and ensuring quality both in products and services.