Paulina Sanchez del Villar Villegas
Churn reduction and customer lifecycle strategist driving loyalty in LATAM & US markets
Mexico City, MX
Full time
Remote/Hybrid
Customer Retention and Customer Success leader with 8+ years' experience designing and driving retention, engagement, lifecycle, and loyalty strategies...
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My Career Journey
1/6
Independent Contractor
Regional CX and Customer Operations Lead
Jan 2022 - Present | 4y 8m
Led regional CX and customer operations in Mexico, Colombia, Peru, Chile, Uruguay, and Brazil, implementing AI-powered automation, predictive churn strategies, digital engagement programs, and retention...
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Principal Financial Group
Customer Experience & Innovation Senior Manager
Dec 2020 - Dec 2021 | 1y
Led VOC and relationship programs across channels, owning NPS, CES, CSAT metrics. Designed lifecycle and retention strategies, led retention and engagement initiatives to reduce attrition and improve customer...
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BBVA Mexico
Customer Experience Manager
Aug 2017 - Dec 2020 | 3y 4m
Designed and executed nationwide CX strategies for commercial banking, led customer journey mapping and service optimization. Implemented behavioral economics methodologies, spearheaded engagement and...
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Uhthoff, Gómez Vega & Uhthoff
Marketing Manager
Feb 2015 - Jul 2017 | 2y 5m
Created and led the firm's marketing function including branding, PR, and digital communication initiatives. Managed key accounts, media relations, and boosted web traffic and lead qualified generation...
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Deloitte Mexico
Senior Consultant
Jun 2009 - Mar 2013 | 3y 9m
Supervised regional telemarketing ops across LATAM, set KPIs to enhance client performance, managed multi-country campaigns and key client relationships.
Accenture Mexico
Senior Analyst
Aug 2007 - Jun 2009 | 1y 10m
Led SAP Finance and Costing support for global teams, created executive proposals, training material, and operation documentation.
Leadership
Strategic Thinking
Distributed Team Management
Adaptive Leadership
Most proud of (2/3)
1st
Led regional AI-powered retention strategy using virtual agents and a shared operating model uniting strategy, tech, and execution.
2nd
Earned directors' board recognition by consistently exceeding NPS, CES, and CSAT, driving measurable customer-experience gains.
Career Highlights
1/1
Regional Head of CX & Customer Operations — LATAM
Led AI-powered retention program across LATAM
Mexico City, MX, 2026
In my role leading regional CX and customer operations across LATAM I tackled fragmented team...
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My values
Collaboration
Teamwork
Customer-Centricity
Education
IEBS School
Finance & Digital Banking
Ongoing
London School of Business and Finance
Strategic Marketing
2014
ITESM
Business Management
2006
Certifications & Qualifications
Google Analytics Individual Qualification
2026
Behavioral Economics Certification
BBVA Campus2026
Storytelling Certification
BBVA Campus2026
Design Thinking
BBVA Campus2026
Language(s) I speak
Spanish
Fluent
English
Fluent
Portuguese
Intermediate