Gerente de Gestão do Cliente - (Atendimento PME)
Core
Liderar a estratégia de Experiência e Atendimento ao Cliente para o segmento de Pequenas e Médias Empresas (PME), garantindo uma jornada simples, eficiente e centrada no cliente.
Role type
Senior Customer Experience & Operations Manager (PME)
Builds
Customer experience strategy and operational excellence for the SME segment
Domain
Financial services / Customer Experience / Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic planning, team leadership, performance metrics management, data-driven decision making, omnichannel operations management, CRM management, BI tools, continuous improvement methodologies
Preferred skills
MBA in Customer Experience or Business Management, B2B or SME segment experience, AI and analytics utilization
Technologies
CRM, BI tools, AI, analytics platforms
Responsibilities
Define and execute the Customer Experience strategy for the SME segment; Lead the customer service operation ensuring quality and efficiency; Monitor and evolve KPIs such as NPS, CSAT, FCR, and SLA; Partner with Product, Technology, and Commercial teams to improve the customer journey; Lead initiatives for process simplification, automation, and transformation
Seniority
Senior, hands-on IC with leadership responsibilities
