VP of Operations – Customer Success

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🕒 Julho 11

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B2B Realty

SiteLinkedInTodas as Vagas

11 - 50 funcionários

💼 Consultoria

📦 Logística

🏠 Imobiliário

Consulting • Logistics • Real Estate

A B2B Realty é uma empresa que oferece serviços de imobiliária comercial para clientes empresariais, especializada em locação, vendas e gestão de propriedades comerciais, como escritórios, instalações industriais e espaços de varejo. A empresa ajuda as empresas a encontrar, adquirir e gerir ativos imobiliários comerciais, podendo oferecer serviços de corretagem, representação de inquilinos e gestão de propriedades adaptados às necessidades corporativas.

Descrição

• Own customer experience across both tenants and property owners, ensuring exceptional service delivery throughout the customer lifecycle. • Drive company-wide customer retention initiatives with primary accountability for reducing churn and improving Net Promoter Score (NPS). • Own key business metrics, including Churn Rate, NPS, Revenue per Unit (RPU), leasing conversion, delinquency, maintenance turnaround, client churn, and negative accounts. • Lead customer interviews and convert customer feedback into actionable service improvements in collaboration with AGMs, Customer Success, and Customer Service teams. • Build and maintain strong relationships with institutional clients and key portfolio owners, particularly large-scale portfolios. • Serve as the executive escalation point for complex customer issues, legal escalations, operational challenges, and sensitive client situations. • Ensure consistent achievement of Service Level Agreements (SLAs), revenue capture, leasing conversion, and operational performance targets. • Directly manage Area General Managers (AGMs), Maintenance Manager, Leasing Manager, and collaborate with HR for staffing, performance management, and accountability. • Hold leaders accountable to operational and customer success KPIs while coaching and developing leadership capabilities. • Lead through leaders by conducting regular leadership meetings (including Level 10 meetings) to drive execution, accountability, and continuous improvement. • Enforce company policies, Standard Operating Procedures (SOPs), quality assurance standards, and operational consistency across all markets. • Drive a high-performance culture focused on ownership, accountability, execution, and customer success. • Make hiring, performance management, succession planning, and termination decisions for Operations leadership roles. • Partner closely with HR, Marketing, Systems, and Business Process Improvement (BPI) teams to improve organizational effectiveness and operational efficiency. • Provide strategic feedback on organizational design, process optimization, and scalability initiatives. • Identify opportunities to grow the company's unit count by strengthening client relationships and delivering exceptional customer experiences. • Remain actively involved in operational processes and execution to ensure standards are consistently achieved.

🎯 Requisitos

• 10+ years of operations leadership experience managing multi-layer teams. • Proven success improving operational performance, customer retention, and customer satisfaction. • Experience leading Customer Success, Client Success, or Customer Experience functions. • Strong understanding of churn management, retention strategies, and customer lifecycle management. • Excellent leadership, coaching, and people management skills. • Ability to make sound decisions under pressure and effectively manage escalations. • Experience enforcing SOPs and driving operational excellence. • Excellent communication and cross-functional collaboration skills. • High sense of ownership, accountability, and results orientation.

🏖️ Benefícios

• Competitive Base Salary • Competitive commission for each new unit added • Parental leave benefits • Annual paid leave entitlement • Comprehensive health insurance coverage • Attractive incentive structure • Strong opportunities for growth and advancement