Customer Experience Coordinator

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🕒 June 30

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ScanSource Brasil

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1992

💼 Consulting

📦 Logistics

🏭 Manufacturing

Consulting • Logistics • Manufacturing

ScanSource Brasil é uma empresa pioneira no fornecimento de produtos para Automação Comercial no Brasil, atuando como representante oficial de marcas líderes em soluções de Coletores de Dados, Impressoras de Código de Barras e PDVs Modulares. A empresa se consolidou como líder nos segmentos de Automação Comercial (AC), Identificação e Coleta Automática de Dados (AIDC) e Pesagem (Balanças). Desde 2008, a ScanSource Brasil também oferece soluções em Telecomunicações, Networking, Segurança e Monitoramento, visando proporcionar novas oportunidades de negócios aos seus parceiros. A empresa disponibiliza uma linha completa de equipamentos e serviços ágeis, como suporte técnico e treinamento, atendendo diversos setores do mercado, incluindo Varejo, Indústria, Serviços, Saúde e Governo.

📋 Description

• Lead the evolution of the Customer Experience area, ensuring execution of strategic initiatives and the 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 area’s advancement; • Lead transformation projects related to the customer journey, including process reviews, platform implementations, solution development, and continuous improvement initiatives; • Work collaboratively with Sales, Operations, Technology and other stakeholders, aligning business needs with the experience delivered to customers; • Strengthen Customer Experience governance by increasing the area’s visibility, encouraging engagement across teams, and promoting a customer-centric culture throughout the organization; • Lead initiatives related to Voice of the Customer management, channel programs, post-sales platforms and other projects focused on improving customer experience; • Build close relationships with teams that have direct customer contact, anticipating opportunities, identifying improvement areas and promoting collaborative solutions; • Share Customer Experience best practices through training, rituals, support materials and initiatives that enhance the quality of interactions 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

• Solid experience in Customer Experience with proven leadership roles; • Experience in B2B environments; experience in operations that involve multiple points 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 satisfaction survey platforms, customer experience management tools and Voice of the Customer programs; • Experience analyzing metrics and building data-driven action plans; familiarity with Power BI is desirable; • Advanced English, able to interact with manufacturers, partners and global stakeholders; • Analytical profile, systemic vision and the ability to turn data into strategic decisions; • Excellent communication, strong influencing skills and ease building relationships across different teams and organizational levels.

🏖️ Benefits

• Meal allowance and/or meal voucher • Transportation voucher or parking assistance • Nationwide health and dental plans • Gym membership partnership • Life insurance • Profit-sharing program based on achievement of targets • Day off during birthday month • Support for government programs related to maternity and paternity leave • Maternity and paternity kit • Employee referral program • Pet care discounts/partnerships