Customer Experience Manager

2 meses atrás

São Paulo, São Paulo, Brasil Blueground Tempo inteiro

About Blueground

At Blueground, our mission is to provide exceptional living experiences for our guests. We strive to create a culture of collaboration, inclusiveness, and opportunity for our team members.

We believe in empowering our people to choose their preferred way of working, whether that's in one of our offices, remotely, or a hybrid model. Our core values drive our decision-making, and we prioritize Time, Excellence, Care, and Transparency in all aspects of our business.

Job Summary

We're seeking a highly skilled Customer Experience Manager to oversee the entire customer journey post-check-in. This senior role requires strategic thinking, strong leadership, and a deep understanding of customer experience management.

Key Responsibilities

  • Develop and execute a customer experience strategy for ongoing operations;
  • Monitor performance metrics (KPIs) related to customer satisfaction, retention, and loyalty, and track and report on the success of customer experience initiatives.
  • Review and address all tickets opened via customer service channels, ensuring timely and effective resolution.
  • Follow NPS indicators, surveys, and action plans, coordinating with various teams (Customer Service, Sales, Operations) to maintain high service levels and customer satisfaction.
  • Collect and analyze customer feedback to drive continuous improvement and address customer concerns.
  • Foster good relationships and alignment with key stakeholders (Sales, Strategy & Transformation, IT, Finance, Marketing, Global Team, Customer Service) and external partners.
  • Play a leadership role in team development, providing feedback, individual development plans, and action plans to ensure a high-performing team.
  • Guarantee customer-centricity in all action plans.

Requirements

  • Experience in similar positions, preferably in customer service or operational roles, especially with team management.
  • Strong knowledge and interest in technology, automation, and data analysis.
  • Proficiency in using tools such as Excel (advanced), Google Sheets, PowerPoint, and CRM systems.
  • Excellent problem-solving skills, with the ability to identify and address operational issues efficiently.
  • Customer-centric mindset, with a focus on enhancing the overall customer experience.
  • Fluency in English; additional languages are a plus.

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