Customer Excellence Head

Merck Kgaa; São Paulo; Presencial; BRL 160.000 - 200.000; Tempo integral

Resumo da oferta

A global healthcare solutions provider is seeking a full-time Customer Experience Manager in São Paulo, Brazil. This role involves developing customer excellence strategies, analyzing feedback for improvement, and leading digital transformations. Candidates should have strong leadership and analytical skills, along with proficiency in multiple languages including English and Spanish. The company offers a range of benefits to encourage professional growth and foster an inclusive culture.

Serviços

401(k) Plan with matching contributions

Inclusive workplace culture

Opportunities for professional growth

Qualificações

• Proven experience in managing customer experience in a regional or global context.
• Strong leadership abilities to inspire and influence teams.
• Excellent analytical skills for effective decision-making.
• Exceptional communication skills for diverse team collaboration.
• Strong project management skills with attention to detail.
• Advanced proficiency in multiple languages including English and Spanish.

Responsabilidades

• Develop and implement a customer excellence strategy.
• Collect and analyze customer feedback to identify trends.
• Lead the integration of digital tools for improved operations.
• Manage cash collection processes for accurate payments.
• Collaborate with various teams to enhance customer experience.

Conhecimentos

Customer Experience Management

Leadership Skills

Analytical Proficiency

Communication Abilities

Project Management Expertise

Multilingual Proficiency

Descrição da oferta de emprego

Job Id

• Barueri - SP, Sao Paulo, Brazil
• Job Type

Full-time

Work Your Magic with us!

Ready to explore, break barriers, and discover more?

We know you've got big plans - so do we!

Our colleagues across the globe love innovating with science and technology to enrich people's lives with our solutions in Healthcare, Life Science, and Electronics.

Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet.

That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

Your Role

• Strategic Leadership : Develop and implement a customer excellence strategy that aligns with corporate and regional objectives, ensuring a unified focus on customer satisfaction.
• Customer Insights : Collect and analyze customer feedback and data to identify trends and areas for improvement, driving initiatives that enhance the customer experience.
• Digital Transformation : Lead efforts to integrate digital tools and platforms, improving customer interactions and streamlining processes for greater operational efficiency.
• Automation Implementation : Identify and execute opportunities for automation within customer service processes, aiming to boost efficiency and reduce response times.
• Cash Collection Oversight : Manage cash collection processes to ensure timely and accurate receipt of payments, thereby enhancing cash flow and financial performance.
• Cross-Functional Collaboration : Collaborate with sales, marketing, and other teams to ensure a consistent and high-quality customer experience across all touchpoints.

Who you are

This includes experience in customer service-related positions, such as Manager or Head.

• Customer Experience Management : Proven experience in managing customer experience, preferably in a regional or global context, demonstrating a deep understanding of customer needs.
• Leadership Skills : Strong leadership abilities to inspire and influence teams, fostering a collaborative environment focused on achieving customer excellence.
• Analytical Proficiency : Excellent analytical skills to interpret data effectively, facilitating informed decision-making and strategic planning.
• Communication Abilities : Exceptional communication and interpersonal skills that enable effective collaboration across diverse teams and functions.
• Project Management Expertise : Strong project management skills with a keen attention to detail, ensuring successful execution of initiatives and programs.
• Multilingual Proficiency : Advanced proficiency in multiple languages, including advanced English and desirable advanced Spanish, enhancing communication with diverse customer bases and contributing to improved engagement and satisfaction.

What we offer

We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences.

We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology.

We are committed to creating access and opportunities for all to develop and grow at your own pace.

Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!

Money makes the world go round.

But at our company there's more than just financial rewards.

We offer a range of attractive benefits to help you work your magic.

Saving & Finacial

Our 401(k) Plan includes a generous company-matching contribution and an additional discretionary contribution each year.

Equal Employment Opportunity

The Company is an Equal Employment Opportunity employer.

No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.

This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment.

Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately.

The Company will not retaliate against any individual because they made a good faith report of discrimination.