Lead the evolution of the Customer Experience function, ensuring execution of strategic initiatives and 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 function’s progress
Lead transformation projects related to the customer journey, including process reviews, platform implementations, solution development and continuous improvement initiatives
Work collaboratively with Commercial, Operations, Technology and other stakeholders, aligning business needs with the customer experience delivered
Strengthen Customer Experience governance, increasing the area’s visibility, encouraging cross-team engagement, and promoting a customer-centric culture across the organization
Lead initiatives related to Voice of the Customer management, channel programs, post-sales platforms and other projects aimed at evolving the customer experience
Build strong relationships with teams that interact directly with customers, anticipating opportunities, identifying improvement areas and driving collaborative solutions
Promote Customer Experience best practices through training, rituals, support materials and initiatives that enhance interaction quality 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.

Proven experience in Customer Experience in leadership roles
Experience in B2B environments; experience in operations spanning different stages 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 survey platforms, customer experience management tools and Voice of the Customer programs
Experience analyzing metrics and building data-driven action plans; Power BI knowledge is desirable
Advanced English, with the ability to interact with manufacturers, partners and global stakeholders
Analytical mindset, systemic vision and the ability to translate data into strategic decisions
Excellent communication, influencing skills and ease in building relationships across different functions and organizational levels.

Customer Experience Coordinator

Key skills