Channel Manager

Role Overview

• Manage the Remote Channel strategically, ensuring achievement of commercial targets and operational efficiency.
• Provide direct leadership to internal and third‑party call center teams, ensuring customer retention, revenue growth and service excellence.
• Ensure achievement of revenue and retention targets (sales, volume and price; churn, inactivity/reactivation).
• Define commercial guidelines for the call center, including pitches, priorities of action and operational rules.
• Establish standard commercial conditions, such as target margin, approval levels, discount limits and exception rules.
• Develop and implement commercial plans by region/customer profile, guiding retention and growth actions.
• Manage delinquency by analyzing the portfolio and directing recovery actions with finance.
• Report results and strategic recommendations to the Director of Enterprise Sales.
• Perform critical analyses, use data, maintain a systemic view of the customer journey and lead indirect teams to ensure alignment between commercial strategy and operations.
• Be responsible for the service flow, ensuring proper planning, monitoring of SLAs and continuous operational optimization.
• Conduct commercial and technical training for the team (pitches, processes, funnel adherence and quality standards).
• Interface with internal areas (Regional teams, Installation, Logistics, Marketing, Growth, Sales).
• Assess operational impacts of policies, commercial campaigns and process changes.
• Lead the continuous improvement cycle, including Closed‑Loop NPS routines and structural actions.
• Ensure spending efficiency, budget compliance and appropriate resource prioritization.
• Manage PAs (service positions), allocating team capacity to maximize commercial results and service levels.
• Set operational and commercial targets.
• Perform team sizing, ensuring operation scalability and alignment with customer volume.
• Propose IT improvements involving systems (Salesforce, SAP), dialer, customer service platforms and integrations.
• Apply strategic vision, analytical capability, budget management and stakeholder engagement with corporate areas to secure structural improvements.

Requirements

• Bachelor’s degree in Administration, Economics, Marketing, Logistics or related fields.
• Willingness to travel.
• Experience in Commercial Management, Third‑party Management and Project Management.
• Data analysis and KPI management.
• Experience with CRM (Salesforce).
• Knowledge of Sales and Retention funnels.
• Advanced Microsoft Office skills.

Preferred:

• Knowledge of Agile methodologies.
• Experience with analytics tools (Power BI/Tableau).
• Familiarity with SAP systems and dialers.

Tech Stack

• Tableau

Benefits

• Meal allowance (food voucher) to support household expenses.
• Meal voucher or on‑site meals.
• Transportation allowance.
• Medical plan covering you and your direct dependents.
• Dental plan.
• Gympass membership.
• Payroll‑deducted loans with lower interest rates.
• Profit sharing (PR).
• Pharmacy card.
• Extended maternity leave of 180 days.
• Childcare assistance for mothers for 24 months upon return from maternity leave.
• Paternity leave of up to 20 days, at the employee's option.
• Parking subsidy depending on role and work location.
• Standard rental car according to role.
• Hybrid work model.
• New Value – a benefits club offering discounts on beauty, fitness, food, culture, leisure and travel.
• Life insurance.