Customer Experience Coordinator

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🕒 July 1

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Donnes

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

🎯 Recruiter

👥 HR Tech

🤝 B2B

Recruitment • HR Tech • B2B

Donnes is a specialized recruitment and selection company based in São Paulo that acts as an extension of client HR teams to deliver fast, high-quality hiring. Using a proprietary method (Fórmula Donnes: Imersão, Talent House, Talent View) and dedicated squads for segments like technology, finance, corporate/operations, international hires and early-career programs, they provide continuous delivery of 3–5 vetted candidates per role within days, detailed recruiter reports, and guaranteed replacements. Donnes also operates Boost Labs, a unit that builds custom tech solutions using data and AI to support recruitment processes.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Meal allowance and/or meal voucher • Transportation voucher or parking assistance • Nationally covered health and dental plan • Gym membership subsidy • Pharmacy allowance • Life insurance • Profit-sharing program based on achievement of targets • Birthday day off • Support for extended maternity and paternity leave programs • Maternity and paternity kit • Employee referral program • Partnership for payroll-deductible loans • Travel and fuel reimbursement policy • Pet care plan