Job Opportunities in Brazil

Key Responsibilities

• Customer Journey Optimization: Oversee the entire customer journey, ensuring a seamless and positive experience from booking to post-delivery support.
• Customer Feedback Management: Collect and analyse customer feedback (e.g., surveys, reviews) to identify pain points and opportunities to enhance the overall experience.
• Customer Experience Metrics: Track and improve key customer experience metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score.
• Cross-Functional Collaboration: Work closely with marketing, product, and technology teams to ensure that all customer touchpoints (website, booking platform, support) align with customer needs and expectations.
• Customer Communication Strategy: Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions.
• Service Innovation: Identify opportunities to introduce new services, tools, or processes that enhance the customer experience.
• Customer Education: Lead initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support.
• Process Improvement: Work with internal teams to streamline processes, improve response times, and increase the efficiency of customer interactions.
• Training, development and collaboration: Work closely with the training and quality control teams to ensure customer service agents are well-equipped to handle customer interactions with professionalism and efficiency.
• Technology Integration: Collaborate with the product and IT teams to ensure that the platform’s design and functionality support a smooth customer experience, from the booking interface to tracking features.

Key Skills & Competencies

• Customer-Centric Mindset: Deep understanding of customer needs and expectations, with a focus on creating positive experiences.
• Strategic Thinking: Ability to develop and execute strategies that optimise the customer journey.
• Data-Driven: Skilled in interpreting customer experience metrics (NPS, CSAT) and feedback to drive decisions.
• Cross-Functional Collaboration: Proficiency in working with various teams to ensure alignment on customer experience goals.
• Communication Strategy: Expertise in crafting customer communication plans that engage and inform across all touchpoints.
• Customer Journey Mapping: Proficient in mapping and analysing the customer journey to identify gaps and improvements.
• Innovative Problem-Solving: Capable of identifying and implementing creative solutions to enhance customer experience.

Qualifications & Experience

• Education/experience: Bachelor’s degree in business administration, marketing, customer experience (or related field) or more than 3-years experience in a senior customer experience manager role.
• Certifications:
• Certifications in customer experience management highly beneficial.
• Certifications in data analysis or project management (e.g., PMP) are a plus.

What We Offer

• A dynamic and customer-centric working environment.
• Opportunities for career growth within a rapidly expanding company.
• Ongoing professional development and training opportunities.

Additional information

• 8:30am to 5pm Mon-Fri (GMT).
• 20 days holiday per year + your birthday off.
• You work as a contractor and are responsible for your own tax.
• You need a min 20 MB broadband line, and your own PC/Laptop and headset.