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CX Strategy Manager
2 meses atrás
Vammo is transforming transportation in Latin America.
As a leading Brazilian startup, we are at the forefront of vehicle electrification in the region. With over $30 million raised from investors like Monashees, Construct Capital, Maniv Mobility, and 2150VC, we are deploying tropicalized EV solutions tailored for a region lagging in the electric mobility transition.
We are breaking down barriers to the mass adoption of electric vehicles, focusing on motorcycles. Our subscription-based rental packages, supported by a network of proprietary battery swap stations, is revolutionizing transportation in São Paulo, Brazil. With hundreds of users completing thousands of battery swaps weekly, our platform is thriving.
Role Description
This role will be responsible for shaping the strategies and processes that drive exceptional customer experiences, a crucial pillar of our company.
As Customer Experience Strategy Manager , you will lead the development and execution of initiatives that drive customer satisfaction, loyalty, and engagement. You’ll establish scalable, efficient processes that not only enhance customer retention but also strengthen our value proposition and maintain a sustainable cost-to-serve.
The position is key as we prepare to deploy thousands of electric vehicles in the next months.
We seek a strategic thinker with a hands-on approach, ready to challenge existing paradigms and design tailored solutions that improve the customer journey.
You will be expected to innovate continuously, using data, customer insights, and AI-driven tools to enhance customer interactions and optimize service efficiency.
Here’s what you’ll be doing:
- CX Strategy Design and Management: Develop, test, and implement customer experience strategies to enhance user satisfaction and loyalty.
- Design Efficient Scalable Processes from Scratch: Build and implement customer-centric processes from the ground up, ensuring a seamless and efficient service experience.
- Journey Mapping: Create customer journey maps to identify pain points, opportunities, and key moments of engagement across the lifecycle.
- Feedback Analysis: Gather, analyze, and interpret customer feedback data to generate actionable insights for improving customer support and service delivery.
- Be the Voice of the Customer: Act as the advocate for customers within the company, collaborating with all departments to deliver a top-of-mind experience.
- AI Integration: Leverage AI and automation tools to personalize customer interactions and ensure efficiency as we scale.
- Retention Initiatives: Create and test strategies aimed at reducing churn and boosting customer retention, such as loyalty programs, proactive communication, and follow-ups.
Who are we looking for?
- Experience: At least 3 years in customer experience or strategy roles, ideally within startups or high-growth environments. Consulting Experience is a plus
- Startup Experience: Proven success in building strategies from scratch in fast-paced settings.
- Analytical Mindset: Strong analytical skills to interpret customer data, generate insights, and guide decision-making.
- Communication Skills: Exceptional communication skills, able to convey complex ideas clearly and engage customers and internal teams effectively.
- Customer-Centric Approach: Passion for understanding customer needs and proactively designing solutions to enhance their experience.
- Independent and Curious, Hacker Mentality: Ability to test and implement solutions independently, embracing a data-driven approach to problem-solving.
- Process Development: Demonstrated experience in creating and implementing processes to enhance service delivery.
- Technical Skills: Proficiency in using analytics tools and CRM systems; SQL or Python knowledge is a plus.
