Job Description

At Stefanini Group, we believe in the power of collaboration. We co-create innovative solutions in partnership with our clients, combining cutting-edge technology, artificial intelligence, and human creativity. We are at the forefront of solving business challenges, delivering real impact on a global scale.

By joining Stefanini, you become part of a global journey of transformation. We are committed to creating a positive impact not only on businesses, but also in the lives of our employees. If you are looking for an opportunity for professional growth in a company that values innovation, respect, autonomy, and partnership, you will find it here!

Join us and be part of the change!

Work Model: Hybrid (twice a week at Eusébio Matosso, São Paulo/SP).

#LI-JS2

• Define and ensure adherence to the global NPS methodology (calendar, target audience, calculation rules, RACI, and LGPD/GDPR compliance).
• Lead and develop the direct team in Brazil, ensuring the operation of surveys, automations, and global dashboards.
• Guide and train the network of regional focal points (Customer Success, Delivery, and Sales), ensuring the closed-loop SLA with detractor customers.
• Lead monthly committees with the regions and report executive indicators and action plans to the board of directors.
• Bachelor's degree in Business Administration, Marketing, Engineering, Economics, or related fields.
• Solid experience in Customer Experience, Customer Success, or Service Quality, with proven track record managing NPS/VoC programs in B2B environments.
• Previous experience in team leadership and matrix/multi-country management.
• Proficiency in CX methodologies (NPS, CSAT, CES, closed loop), process mapping (AS IS / TO BE, RACI), survey tools (e.g., Qualtrics, Medallia, SurveyMonkey), and advanced Excel.
• Languages: Fluent English (mandatory) and intermediate Spanish (mandatory).

Nice to have (Differentials):

• MBA in CX or Business Management; CCXP, NPS Certified Associate, Lean/Six Sigma, or PMP certifications.
• Background in the IT services, outsourcing, or consulting sectors.
• Knowledge of CRM (Salesforce or Dynamics 365), Power BI, and basic SQL.

🍛 Vale-alimentação ou vale-refeição;

👨🏼‍🎓 Desconto em cursos, universidades e instituições de idiomas;

📚 Academia Stefanini — plataforma com cursos on-line, gratuitos, atualizados e com certificado;

🗣 Mentoring;

💉 Clube de vantagens para consultas e exames;

🏥 Assistência médica;

🦷 Assistência odontológica;

💰 Clube de vantagens e descontos nos melhores estabelecimentos;

🛫 Clube de viagens;

🐶 Convênio para pets.