Brazil
Verisure
Experian
Customer Management Manager - (SME Support)
Brazil
Sao Carlos, Southeast, Brazil
Automatic translation. Check the original.
Company Description
Experian is a global data and technology company that drives opportunities for customers around the world. We operate in various markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and advanced new technologies to unlock the power of data. We have an incredible team of 25.200 employees in 32 countries.
Our uniqueness is valuing yours. The Experian culture, which is people-centric, inclusive, and purpose-driven, is recognized by various awards — including World’s Best Workplaces™ 2025 (Fortune's Top 25 global) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian is also proud to be an equal opportunity and affirmative action employer.
Job Description
Position to work in São Carlos/SP.
Additional Information
Serasa Experian is much more than you imagine. With the purpose of creating a better future, expanding opportunities for people and companies, in Brazil we are more than 4 thousand people working in various teams and specialties. Here, every knowledge and diversity complements each other, and you can work in what you love most. We are committed to building an inclusive culture and an environment where people can balance their careers with their personal commitments and interests, prioritizing well-being.
We strive to be one of the best and most innovative companies to work for in the country, enabling incredible experiences and careers for our people. Our strong people-first approach is externally recognized through various market certifications: we were awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and having a rating of 4.6 on Glassdoor. Each recognition indicates that we are on the right path, providing an ever-improving work environment for our talents.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
Main Responsibilities
Lead the Customer Experience and Support strategy for the SME segment, ensuring a simple, efficient, and customer-centric journey. You will be responsible for driving operational excellence, promoting a data-driven culture and continuous improvement, ensuring high levels of satisfaction, retention, and sustainable business growth.
- Define and execute the Customer Experience strategy for the SME segment.
- Lead the support operation, ensuring quality, efficiency, and compliance with performance indicators.
- Monitor and evolve experience and operation KPIs, such as NPS, CSAT, FCR, SLA, productivity, and efficiency.
- Use data and insights to support decisions, identify opportunities, and drive results.
- Collaborate with Product, Technology, Sales, Customer Success, and other areas to continuously improve the customer journey.
- Develop and engage high-performance teams, fostering a collaborative, innovative, and customer-focused culture.
- Represent the voice of the customer within the organization, influencing initiatives that strengthen the customer experience and business results.
Continuous Improvement
- Lead initiatives for simplification, automation, and transformation of support processes.
- Promote the continuous evolution of the customer journey through the analysis of indicators, feedback, and Voice of the Customer (VoC).
- Encourage the use of technology, analytics, and artificial intelligence to enhance efficiency, quality, and personalization of the experience.
- Disseminate continuous improvement and innovation practices in partnership with business areas.
Qualifications
- Bachelor's degree in Administration, Marketing, Engineering, Economics, Information Systems, or related fields.
Experience
- Experience in leading Customer Experience, Customer Support, or Customer Success operations, preferably in the B2B or SMB segment.
- Experience in managing teams, performance indicators, and operational transformation projects.
- Experience using data for decision-making and improving customer experience.
- Postgraduate degree or MBA in Customer Experience, Business Management, Analytics, or related fields will be a plus.
- Knowledge in omnichannel operations management, CRM, BI tools, and continuous improvement methodologies will be considered a differential.
Contract Type: Regular
Work Model: Hybrid
Department: Customer Service
Work Period: Full Time
More opportunities with one profile
Want to be considered for more roles without repeating the whole process? Create your profile and be found by companies using Nort.
Create my profile