National Head of Customer Experience

IPM Sistemas

Lead Customer Experience and Relationships at IPM, transforming public management through technology in Brazil. Develop strategies for customer satisfaction and company growth.

Posted 7/23/2026full-timeRio do Sul • 🇧🇷 BrazilLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Service and Customer Experience strategy, with a strong focus on data-driven decision-making and relationship management. Proven ability to lead high-performance teams and drive organizational transformation in technology or public sector environments.

Highest-signal resume keywords

Customer Service StrategyCustomer Experience ManagementExecutive LeadershipNegotiation SkillsData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Relationship ManagementKPI DevelopmentOrganizational TransformationStrategic PlanningCrisis Management

Soft Skills

Excellent CommunicationInfluencing SkillsTeam LeadershipCollaborationCustomer-Centric Mindset

Tools & Technologies

SaaSGovTech

Certifications & Qualifications

Bachelor’s DegreePostgraduate Degree or MBA

Industry Keywords

Public Sector ManagementClient RelationshipCustomer SuccessOperational EfficiencyRetention Strategies

About the role

Key responsibilities & impact

Define and lead IPM’s Customer Service, Customer Experience and Client Relationship strategy, ensuring an excellent journey across all touchpoints with the municipalities served;
Act as the executive Head of Customer Service, reporting directly to the CEO and participating in the company’s strategic decisions, representing the voice of customers when setting business priorities;
Lead managers and cross-functional teams, fostering a culture of high performance, ownership, innovation and a focus on delivering customer value;
Develop strategies for retention, loyalty, portfolio expansion and increased adoption of IPM solutions, strengthening long-term relationships with public entities;
Build and monitor strategic KPIs for customer experience, satisfaction, retention, operational efficiency and base growth, turning data into decisions and action plans;
Strengthen integration between Customer Service, Implementation, Support, Product, Sales and other departments, promoting collaborative, customer-centered operations;
Represent IPM in executive-level relationships with strategic clients, leading negotiations, crisis management and reinforcing partnerships with public managers;
Identify continuous improvement opportunities along the customer journey, driving innovation in processes, services and the overall experience delivered by the company;
Influence the evolution of IPM products and solutions based on needs and challenges identified with customers;
Promote a customer-centric culture across the organization, ensuring that customer experience is one of the main drivers of the company’s strategic decisions.

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Technology, Engineering, Economics or related fields;
Postgraduate degree or MBA in Management, Business, Customer Experience, Leadership or related areas is a plus;
Proven experience in executive roles in Customer Service, Customer Experience, Customer Success, Client Relationship or Operations, preferably in technology companies;
Experience leading leaders and high-performance, multidisciplinary teams;
Experience defining corporate strategies, managing by metrics and leading organizational transformation projects;
Experience in negotiation, crisis management and managing relationships with strategic clients;
Excellent communication, influencing skills and ability to build relationships with clients, executives and teams;
Strategic, analytical profile, data-driven and results-oriented;
Availability for national travel and a valid driver’s license (category B);
Required knowledge of the SaaS or GovTech markets or experience with public sector management.

Benefits

Comp & perks

Meal and/or Food Allowance (BRL 35 per working day, approximately BRL 735 per month) on the Ifood flexible benefits card;
Transportation voucher;
Wellhub (formerly Gympass) - unlimited access to over 50,000 gyms across Brazil, with the option to include dependents;
AVUS - comprehensive telemedicine platform, including one free urgent-care consultation;
Starbem - mental health platform focused on accessible care and quality of life;
DASA - unlimited, no-cost urgent care service;
Guapeco - pet health plan;
IPM Birthday - BRL 150 on Caju with free balance to make your birthday more special;
IPM Referral Bonus - refer a candidate who is hired and remains at least 45 days with the company and receive a BRL 500 referral bonus;
Discounts on Unimed health plans and Uniodonto dental plans;
“Reconhece IPM” - financial recognition for tenure, supporting the construction of a lasting career with us;
Network of partner discounts, including pharmacies and restaurants;
Monthly celebrations for special occasions - Carnival, Festa Junina, Halloween, etc.;
Flexible dress code - at our Headquarters and Technology Center you may come to work in shorts and t-shirt.