Gerente de Gestão do Cliente - (Atendimento PME)
Core
Lead Customer Experience strategy and operations for the SME (Small and Medium Enterprise) segment, ensuring a simple, efficient, and customer-centric journey.
Role type
Senior Customer Experience Manager (SME Segment)
Builds
Customer experience strategies, operational excellence, and high-performance teams for SME clients.
Domain
B2B / SME / Customer Experience / Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer Experience strategy, team leadership, performance metrics management, data-driven decision making, omnichannel operations, CRM management, BI tools, continuous improvement methodologies.
Preferred skills
MBA in Customer Experience or Business Management, B2B or SME segment experience, AI and analytics application.
Responsibilities
Define and execute Customer Experience strategy for the SME segment; Lead customer service operations ensuring quality and efficiency; Monitor and evolve KPIs like NPS, CSAT, FCR, SLA; Use data and insights to support decisions and identify opportunities; Partner with Product, Technology, Commercial, and Customer Success teams; Develop and engage high-performance teams.
Seniority
Senior, hands-on IC with leadership responsibilities
