Customer Experience Jr Manager

2 semanas atrás

São Paulo, São Paulo, Brasil PepsiCo Tempo inteiro

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.


Know a little more:
PepsiCoJobs

Join PepsiCo, dare to transform.

Responsibilities:

The Opportunity


This position will be dedicated to new eGTM channel (B2B online customers), handling issue demands regarding B2B customers 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 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.

  • Manage and execute Brazil's Customer Experience strategy (more than 200 thousand DTS customers), through 2 main Apps (Pepsico Connect and Bees). Manage online customer experience journey, end to end;
  • Monitor performance metrics (KPIs) related to customer satisfaction, retention, and loyalty. Track and report on the success of customer experience initiatives, review all tickets opened via the customer service channel by customers coming from Bees and Pepscio Connect Apps across all categories;
  • Follow NPS indicators, surveys and action plans, connecting with teams (Bees Team, Pepsico Connect Team, Customer Service Team), focused on service level and customer satisfaction;
  • Fulfillment and resolution of requisitions and complaints related to sales and warehouse scope within the preestablished SLA using for documentation and response the CRM established for operation, ensuring Customer Satisfaction;

This is an important role in customer experience structure, responsible for protecting Pepsico's image through our online tools (Bees and Pepscio connect Apps) to offer a great service level and customer satisfaction.


Your Impact
As Customer Experience Manager your responsibilities would consist of:

  • Manage and execute Brazil's Customer Experience strategy (more than 200 thousand DTS customers), through 2 main Apps (Pepsico Connect and Bees). Manage online customer experience journey, end to end, from initial interaction to post-purchase support, with the goal of enhancing customer satisfaction, loyalty, and overall brand perception;
  • Monitor performance metrics (KPIs) related to customer satisfaction, retention, and loyalty. Track and report on the success of customer experience initiatives, review all tickets opened via the customer service channel by customers coming from Bees and Pepscio Connect Apps across all categories;
  • Follow NPS indicators, surveys and action plans, connecting with teams (Bees Team, Pepsico Connect Team, Customer Service Team), focused on service level and customer satisfaction;
  • Fulfillment and resolution of requisitions and complaints related to sales and warehouse scope within the preestablished SLA using for documentation and response the CRM established for operation, ensuring Customer Satisfaction;
  • Identify problem within the order to cash, mapping opportunities for adjustments during the process, communicating with Supply Chain, Field Control and Sales teams;
  • Being a spokesperson on behalf of the supply chain and sales to customers, carrying out the treatments based on the mapped problem;
  • Collect and analyze customer feedback through surveys, reviews, and other channels. Use this feedback to drive continuous improvement and address customer concerns;
  • 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?

  • 3+ years of customer care roles
  • 5+ years of trade MKT, sales strategy, sales execution, commercial planning and/or sales capabilities experience, d

  • Customer Experience Manager/account Manager

    2 semanas atrás

    São Paulo, São Paulo, Brasil EnterpriseAlumni Tempo inteiro

    Customer Experience Manager / Account ManagerREMOTE - BRAZILAbout EnterpriseAlumniEnterpriseAlumni is the market leading provider of Alumni Management SaaS. Our platform helps our clients (LinkedIn, JPMorgan Chase, PWC, Bank of America, Marks & Spencers others) maintain and maximize relationships with their alumni.Through our platform, customers are able to...

  • Customer Experience Manager

    2 semanas atrás

    São Paulo, São Paulo, Brasil PepsiCo Tempo inteiro

    Overview:We Are PepsiCoJoin 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...

  • Manager, Cloud Customer Experience

    2 semanas atrás

    São Paulo, São Paulo, Brasil SAS Tempo inteiro

    Manager, Cloud Customer Experience Job Locations BR-São Paulo Requisition ID Job Category Information Technology Travel Requirements 25% Manager, Cloud Customer Experience Technical Hybrid Nice to meet you We're the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence -...

  • Customer Returns Program Manager, Customer Returns Experience

    2 semanas atrás

    São Paulo, São Paulo, Brasil Amazon Tempo inteiro

    Delivery Experience CX Program Manager, Customer Fullfilment ExperienceDo you want to be part of Amazon Brazil and contribute to a team that strives to deliver the best delivery experience solutions to delight our customers? Join our team and drive impactful improvements during this journey, leverage data-driven insights, and propose scalable solutions to...

  • Senior Customer Experience Manager

    2 semanas atrás

    São Paulo, São Paulo, Brasil Oracle Tempo inteiro

    The Customer Experience Manager (CXM) position focuses on proactive customer engagement with Oracle Cloud Infrastructure (OCI).The responsibilities require the candidate to own and build relationships with customers and have a solid understanding of the Oracle Cloud solutions to ensure customer's success on various service and product-related offerings.The...

  • Senior Customer Experience Manager

    2 semanas atrás

    São Paulo, São Paulo, Brasil Oracle Tempo inteiro

    The Customer Experience Manager (CXM) position focuses on proactive customer engagement with Oracle Cloud Infrastructure (OCI). The responsibilities require the candidate to own and build relationships with customers and have a solid understanding of the Oracle Cloud solutions to ensure customer's success on various service and product-related offerings....

  • Customer Support Manager

    2 semanas atrás

    São Paulo, São Paulo, Brasil Curv Innovation Tempo inteiro

    Requisitos Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager Excellent knowledge of management methods and techniques Working knowledge of customer service software, databases and tools English Fluent/Native Strong client-facing and communication skills Advanced troubleshooting and multi-tasking skills

  • Customer Experience

    2 semanas atrás

    São Paulo, São Paulo, Brasil Lalamove Tempo inteiro

    At Lalamove, we believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is our specialty, and we always strive to make it fast and simple. Since 2013, we have been at the forefront of the logistics industry, finding innovative solutions to meet the...

  • Customer Success Manager

    2 semanas atrás

    São Paulo, São Paulo, Brasil Sky Consulting Inc Tempo inteiro

    Remote from BrazilAbout the Role:As a Customer Success Manager, you will be responsible for providing complete support to the customers on value realization, solution engineering and product adoption with the customer's system, retain and grow business by effective customer success management.What will you do:Drive the product adoption to help customer...

  • Customer Success Manager

    2 semanas atrás

    São Paulo, São Paulo, Estado de São Paulo, Brasil Sky Consulting Inc. Tempo inteiro

    About the Role:As a Customer Success Manager, you will be responsible for providing complete support to the customers on value realization, solution engineering and product adoption with the customer's system, retain and grow business by effective customer success management.What will you do: - Drive the product adoption to help customer achieve their...

  • Customer Experience

    2 semanas atrás

    São Paulo, São Paulo, Brasil Mozper Tempo inteiro

    About Mozper: Mozper is a debit card and app designed for kids and parents in Latin America. Parents can give their kids an allowance and set spending rules so they don't blow it all on video games. Parents can also assign chores, and track savings goals. In this way, children get a hands-on, real-world financial education appropriate for the digital era. ...

  • Customer Success Manager

    1 dia atrás

    São Paulo, São Paulo, Estado de São Paulo, Brasil Variance Marketing ® Tempo inteiro

    Company Description Variance Marketing helps service entrepreneurs with under 10 employees grow from $0-$100k MRR in 12 months by building an offshore sales team, optimizing lead generation, and automating service delivery. They have a track record of success with testimonials and case studies. Role Description This is a full-time remote role as a Customer...

  • Customer Experience

    2 semanas atrás

    São Paulo, São Paulo, Brasil Lalamove Tempo inteiro

    At Lalamove, we believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is our specialty, and we always strive to make it fast and simple. Since 2013, we have been at the forefront of the logistics industry, finding innovative solutions to meet the...

  • Customer Experience

    2 semanas atrás

    São Paulo, São Paulo, Brasil Buscarvagas - Empregos E Consultoria Brasil Tempo inteiro

    Customers orders tracking; Receiving complex inquiries from guests and then deciding the right way to resolve the issues while ensuring an excellent client experience; Liaising across functions within the business to identify the origin of customer support issues and improve related processes to enhance customer experience; Help delivering an outstanding...

  • Customer Success Manager

    2 semanas atrás

    São Paulo, São Paulo, Brasil Sky Consulting Inc. Tempo inteiro

    About the Role: As a Customer Success Manager, you will be responsible for providing complete support to the customers on value realization, solution engineering and product adoption with the customer's system, retain and grow business by effective customer success management. What will you do: Drive the product adoption to help customer achieve their...

  • Customer Returns Program Manager, Customer Returns Experience

    2 semanas atrás

    São Paulo, São Paulo, Brasil Amazon Tempo inteiro

    At Amazon Brazil we value Diversity, Equity and Inclusion (DEI) in all our job positions, therefore, we act intentionally so that our internal environment reflect the plurality of the businesses we play and the customers we serve.In Brazil, we have a Diversity, Equity and Inclusion squad, which is formed by representatives from different roles and areas, as...

  • Customer Experience

    2 semanas atrás

    São Paulo, São Paulo, Brasil BuscarVagas - Empregos e Consultoria Brasil Tempo inteiro

    Customers orders tracking;Receiving complex inquiries from guests and then deciding the right way to resolve the issues while ensuring an excellent client experience;Liaising across functions within the business to identify the origin of customer support issues and improve related processes to enhance customer experience;Help delivering an outstanding...

  • Sr. Program Manager, Brazil Customer Experience

    2 semanas atrás

    São Paulo, São Paulo, Brasil Amazon Servicos de Varejo do Brasil Ltda. Tempo inteiro

    5+ years of program or project management experience Experience using data and metrics to determine and drive improvements Experience owning program strategy, end to end delivery, and communicating results to senior leadershipAt Amazon, we are working to be the most customer-centric company on earth. To do this, we look for the world's brightest minds,...

  • Customer Experience

    2 semanas atrás

    São Paulo, São Paulo, Brasil Buscarvagas - Empregos E Consultoria Brasil Tempo inteiro

    Customers orders tracking;Receiving complex inquiries from guests and then deciding the right way to resolve the issues while ensuring an excellent client experience;Liaising across functions within the business to identify the origin of customer support issues and improve related processes to enhance customer experience;Help delivering an outstanding...

  • Customer Experience

    2 semanas atrás

    São Paulo, São Paulo, Brasil Grabjobs Brazil Tempo inteiro

    Área de atuação:Hotelaria Localização:São Paulo-SP Atribuições: Customers orders tracking;Receiving complex inquiries from guests and then deciding the right way to resolve the issues while ensuring an excellent client experience;Liaising across functions within the business to identify the origin of customer support issues and improve related...