Customer Experience Manager

Overview:
**We Are PepsiCo**
Join PepsiCo and dare to transform We are the perfect place for curious people, thinkers and change agents. From leadership to front lines, we're excited about the future and working together to make the world a better place.
Being part of PepsiCo means being part of one of the largest food and beverage companies in the world, with our iconic brands consumed more than a billion times a day in more than 200 countries. In Brazil since 1953, PepsiCo has recognized brands such as QUAKER®, TODDY®, TODDYNHO®, ELMA CHIPS®, RUFFLES®, DORITOS®, EQLIBRI, GATORADE®, KERO COCO®, H2OH®, PEPSI® among other.
A career at PepsiCo means working in a culture where all people are welcome. Here, you can dare to be you. No matter who you are, where you're from, or who you love, you can always influence the people around you and make a positive impact in the world.
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Join PepsiCo, dare to transform.
**Responsibilities**:
**The Opportunity**
Lead Customer Experience team, responsible for ensuring that our B2B customers have a positive and satisfying online experience with Pepsico's products and services through our Apps (Bees and Pepsico Connect). The role involves managing various aspects of the customer journey, from initial interaction to post-purchase support, with the goal of enhancing customer satisfaction, loyalty, and overall brand perception. Our online operation will reach more than 200 thousand DTS customers.
- Define and execute Brazil’s Customer Experience strategy (more than 200 thousand DTS customers), through 2 main Apps (Pepsico Connect and Bees). Define online customer experience journey, end to end (Short, Mid and Long term plans);
- Establish and monitor performance metrics (KPIs) related to customer satisfaction, retention, and loyalty. Track and report on the success of customer experience initiatives;
- Develop Digital tools to follow NPS indicators and action plans (BI, database, KPI’s dashboards), connecting with teams (Bees Team, Pepsico Connect Team, Customer Service Team);
- Provide training and support to internal teams on customer-centric practices and the importance of delivering exceptional customer service.
This is a strategic role of a senior position responsible for protecting Pepsico’s image through our online tools (Bees and Pepscio connect Apps) and manage indirect areas (Bees Team - Ambev, Pepsico Connect Team, Customer Service Team).
**Your Impact**
As Head of Customer Experience your scope would consist of:
- Lead Customer Experience team, responsible for ensuring that our B2B customers have a positive and satisfying online experience with Pepsico's products and services through our Apps (Bees and Pepsico Connect), bringing insights and new ideas to keep improving the area;
- Manage customer journey strategy, from initial interaction to post-purchase support, with the goal of enhancing customer satisfaction, loyalty, and overall brand perception. Our online operation will reach more than 200 thousand DTS customers;
- Define and execute Brazil’s Customer Experience strategy (more than 200 thousand DTS customers), through 2 main Apps (Pepsico Connect and Bees). Define online customer experience journey, end to end (Short, Mid and Long term plans), analyze and map out the entire customer journey, identifying touchpoints where improvements can be made to enhance the overall experience;
- Establish and monitor performance metrics (KPIs) related to customer satisfaction, retention, and loyalty. Track and report on the success of customer experience initiatives;
- Develop Digital tools to follow NPS indicators and action plans (BI, database, KPI’s dashboards), connecting with teams (Bees Team, Pepsico Connect Team, Customer Service Team). Collect and analyze customer feedback through surveys, reviews, and other channels. Use this feedback to drive continuous improvement and address customer concerns;
- Provide training and support to internal teams on customer-centric practices and the importance of delivering exceptional customer service;
- Guarantee customer centricity to action plans;
- Guarantee good relationship and alignments with Pepsico main steakholders: Strategy&Transformation Team, Sales team, Trade MKT (DX), Pepsico Connect Team, Sales strategy & Intelligence Team, IT Team, GBS Team, Finance, MKT, Latam Team, Global Team, Customer Service Team;
- Guarantee good relationship and alignments with outside partners and suppliers: Bees team (Ambev), Zmees Team;
- Play an important leadership role on team development.
Qualifications:
**Who Are We Looking For?**
- Previous experience in manager roles and of customer care roles;
- Previous experience in trade MKT, sales strategy, sales execution, commercial planning and/or sales capabilities experience, digital MKT/Strategy/commercial, customer service;
- Strategic thinking and short-long term vision;
- Strong ability to develop and sustain success

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