Copa Energia

Channel Manager

Copa Energia

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

Tableau

About the role

  • Manage the Remote Channel strategically, ensuring achievement of commercial targets and operational efficiency.
  • Provide direct leadership to internal and third‑party call center teams, ensuring customer retention, revenue growth and service excellence.
  • Ensure achievement of revenue and retention targets (sales, volume and price; churn, inactivity/reactivation).
  • Define commercial guidelines for the call center, including pitches, priorities of action and operational rules.
  • Establish standard commercial conditions, such as target margin, approval levels, discount limits and exception rules.
  • Develop and implement commercial plans by region/customer profile, guiding retention and growth actions.
  • Manage delinquency by analyzing the portfolio and directing recovery actions with finance.
  • Report results and strategic recommendations to the Director of Enterprise Sales.
  • Perform critical analyses, use data, maintain a systemic view of the customer journey and lead indirect teams to ensure alignment between commercial strategy and operations.
  • Be responsible for the service flow, ensuring proper planning, monitoring of SLAs and continuous operational optimization.
  • Conduct commercial and technical training for the team (pitches, processes, funnel adherence and quality standards).
  • Interface with internal areas (Regional teams, Installation, Logistics, Marketing, Growth, Sales).
  • Assess operational impacts of policies, commercial campaigns and process changes.
  • Lead the continuous improvement cycle, including Closed‑Loop NPS routines and structural actions.
  • Ensure spending efficiency, budget compliance and appropriate resource prioritization.
  • Manage PAs (service positions), allocating team capacity to maximize commercial results and service levels.
  • Set operational and commercial targets.
  • Perform team sizing, ensuring operation scalability and alignment with customer volume.
  • Propose IT improvements involving systems (Salesforce, SAP), dialer, customer service platforms and integrations.
  • Apply strategic vision, analytical capability, budget management and stakeholder engagement with corporate areas to secure structural improvements.

Requirements

  • Bachelor’s degree in Administration, Economics, Marketing, Logistics or related fields.
  • Willingness to travel.
  • Experience in Commercial Management, Third‑party Management and Project Management.
  • Data analysis and KPI management.
  • Experience with CRM (Salesforce).
  • Knowledge of Sales and Retention funnels.
  • Advanced Microsoft Office skills.
  • Preferred:
  • Knowledge of Agile methodologies.
  • Experience with analytics tools (Power BI/Tableau).
  • Familiarity with SAP systems and dialers.
Benefits
  • Meal allowance (food voucher) to support household expenses.
  • Meal voucher or on‑site meals.
  • Transportation allowance.
  • Medical plan covering you and your direct dependents.
  • Dental plan.
  • Gympass membership.
  • Payroll‑deducted loans with lower interest rates.
  • Profit sharing (PR).
  • Pharmacy card.
  • Extended maternity leave of 180 days.
  • Childcare assistance for mothers for 24 months upon return from maternity leave.
  • Paternity leave of up to 20 days, at the employee's option.
  • Parking subsidy depending on role and work location.
  • Standard rental car according to role.
  • Hybrid work model.
  • New Value – a benefits club offering discounts on beauty, fitness, food, culture, leisure and travel.
  • Life insurance.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisKPI managementcommercial managementthird-party managementproject managementSales and Retention funnelsbudget managementanalytical capabilityoperational optimizationteam sizing
Soft Skills
leadershipcustomer retentionrevenue growthservice excellencestrategic visionstakeholder engagementoperational efficiencycontinuous improvementplanningmonitoring