Customer Experience Coordinator

Jobtailor; São Paulo; Presencial; BRL 180 000 - 300 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo seeks a senior Customer Experience leader to shape and execute the CX strategy across the organization. You will guide the team, align initiatives with business goals, and drive continuous improvement in the customer journey.

You'll own CX metrics, collaborate with Sales, Operations and Technology, champion VOC programs, and leverage data and AI to enhance efficiency and customer satisfaction across B2B relationships.

Qualificações

• Solid experience in Customer Experience with proven leadership roles.
• Experience in B2B environments; multi-point customer journey (B2B2C) is desirable.
• Experience managing and developing teams, fostering engagement, autonomy and high performance.
• Knowledge of CX metrics and methodologies such as NPS, CSAT, CES or similar.
• Experience with satisfaction survey platforms, customer experience management tools and VO C programs.
• Experience analyzing metrics and building data-driven action plans; familiarity with Power BI is desirable.
• Advanced English, able to interact with manufacturers, partners and global stakeholders.
• Analytical profile, systemic vision and the ability to turn data into strategic decisions.
• Excellent communication, strong influencing skills and ease building relationships across different teams and organizational levels.

Responsabilidades

• Lead the evolution of the Customer Experience area, ensuring execution of strategic initiatives and the continuous development of the team
• Develop and monitor customer experience metrics, turning data into insights and action plans that support strategic decisions and drive the area’s advancement
• Lead transformation projects related to the customer journey, including process reviews, platform implementations, solution development, and continuous improvement initiatives
• Work collaboratively with Sales, Operations, Technology and other stakeholders, aligning business needs with the experience delivered to customers
• Strengthen Customer Experience governance by increasing the area’s visibility, encouraging engagement across teams, and promoting a customer-centric culture throughout the organization
• Lead initiatives related to Voice of the Customer management, channel programs, post-sales platforms and other projects focused on improving customer experience
• Build close relationships with teams that have direct customer contact, anticipating opportunities, identifying improvement areas and promoting collaborative solutions
• Share Customer Experience best practices through training, rituals, support materials and initiatives that enhance the quality of interactions across the customer journey
• Foster a culture of innovation by leveraging new technologies and AI-based solutions to optimize processes, increase efficiency and continuously improve the customer experience

Conhecimentos

Customer Experience

Leadership

Team development

Data analysis

Communication

Strategic thinking

Stakeholder management

Analytical thinking

English proficiency

Ferramentas

Power BI

Voice of the Customer platforms

CX management tools

Survey platforms

Descrição da oferta de emprego

Responsibilities

• Lead the evolution of the Customer Experience area, ensuring execution of strategic initiatives and the continuous development of the team
• Develop and monitor customer experience metrics, turning data into insights and action plans that support strategic decisions and drive the area’s advancement
• Lead transformation projects related to the customer journey, including process reviews, platform implementations, solution development, and continuous improvement initiatives
• Work collaboratively with Sales, Operations, Technology and other stakeholders, aligning business needs with the experience delivered to customers
• Strengthen Customer Experience governance by increasing the area’s visibility, encouraging engagement across teams, and promoting a customer-centric culture throughout the organization
• Lead initiatives related to Voice of the Customer management, channel programs, post-sales platforms and other projects focused on improving customer experience
• Build close relationships with teams that have direct customer contact, anticipating opportunities, identifying improvement areas and promoting collaborative solutions
• Share Customer Experience best practices through training, rituals, support materials and initiatives that enhance the quality of interactions across the customer journey
• Foster a culture of innovation by leveraging new technologies and AI-based solutions to optimize processes, increase efficiency and continuously improve the customer experience

Requirements

• Solid experience in Customer Experience with proven leadership roles
• Experience in B2B environments; experience in operations that involve multiple points of the customer journey (B2B2C) is desirable
• Experience managing and developing teams, fostering engagement, autonomy and high performance
• Knowledge of Customer Experience metrics and methodologies such as NPS, CSAT, CES or similar
• Experience with satisfaction survey platforms, customer experience management tools and Voice of the Customer programs
• Experience analyzing metrics and building data-driven action plans; familiarity with Power BI is desirable
• Advanced English, able to interact with manufacturers, partners and global stakeholders
• Analytical profile, systemic vision and the ability to turn data into strategic decisions
• Excellent communication, strong influencing skills and ease building relationships across different teams and organizational levels