Customer Experience Jr 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.
**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 pre-established 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 pre-established 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