Localiza&Co
Transport • eCommerce • B2C
Localiza&Co. is a car rental company that offers a range of services including vehicle rentals, fleet management, and car subscriptions. With a presence in multiple Latin American countries like Argentina, Brazil, Colombia, Ecuador, Mexico, Paraguay, and Uruguay, Localiza&Co. is dedicated to providing convenient and efficient transportation solutions. They cater to both individual customers and businesses, offering services such as fast digital vehicle pickup, loyalty programs, and various vehicle options for different travel needs.
Mid-level Customer Experience Projects Analyst
November 20
🗣️🇧🇷🇵🇹 Portuguese Required
Localiza&Co
Transport • eCommerce • B2C
Localiza&Co. is a car rental company that offers a range of services including vehicle rentals, fleet management, and car subscriptions. With a presence in multiple Latin American countries like Argentina, Brazil, Colombia, Ecuador, Mexico, Paraguay, and Uruguay, Localiza&Co. is dedicated to providing convenient and efficient transportation solutions. They cater to both individual customers and businesses, offering services such as fast digital vehicle pickup, loyalty programs, and various vehicle options for different travel needs.
📋 Description
• Act as the guardian of the customer journey, identifying pain points and opportunities based on NPS, reputation, churn and customer feedback • Execute strategic projects for the Customer Success area: implement and evolve the area’s strategic initiatives • Act as project manager to address improvements in products, processes, the app and partner areas; coordinate action plans with partner areas (structured Outer Loop of the voice of the customer) and develop new initiatives based on data and insights (see-and-act model) • Lead NPS governance, producing reports and disseminating learnings through structured rituals • Manage Customer Success tools and surveys • Map customer pain points and voice of the customer, coordinating action plans with partner areas • Manage research and survey tools • Create mechanisms to monitor churned or disengaged customers, ensuring more positive future experiences • Structure and organize customer relationship journeys together with partner areas
🎯 Requirements
• Experience with Customer Success or Customer Experience projects, Product or related areas • Knowledge of satisfaction metrics (NPS, CSAT, CES), Voice of the Customer methodologies and indicators related to customer success (churn, LTV) • Analytical profile and proficiency with tools such as Excel, Power BI, etc. • Strong communication, organization and ability to coordinate with multiple areas • Experience in continuous improvement projects and a customer-centric culture
🏖️ Benefits
• Profit sharing • Food allowance • Meal voucher • Health insurance • Dental insurance • Gympass • Private pension plan • Transportation allowance • Allya • Unlimited access to courses from Localiza University • Internal training and development programs • Discounts on vehicle purchases and rentals
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