Customer Experience Coordinator

ScanSource Brasil

Customer Experience Coordinator leading strategic initiatives and team development for a global tech solutions provider. Driving projects to enhance customer experience in B2B environments.

Posted 6/30/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Lead the evolution of the Customer Experience area, ensuring execution of strategic initiatives and the continuous development of the team;
Develop and monitor customer experience metrics, turning data into insights and action plans that support strategic decisions and drive the area’s advancement;
Lead transformation projects related to the customer journey, including process reviews, platform implementations, solution development, and continuous improvement initiatives;
Work collaboratively with Sales, Operations, Technology and other stakeholders, aligning business needs with the experience delivered to customers;
Strengthen Customer Experience governance by increasing the area’s visibility, encouraging engagement across teams, and promoting a customer-centric culture throughout the organization;
Lead initiatives related to Voice of the Customer management, channel programs, post-sales platforms and other projects focused on improving customer experience;
Build close relationships with teams that have direct customer contact, anticipating opportunities, identifying improvement areas and promoting collaborative solutions;
Share Customer Experience best practices through training, rituals, support materials and initiatives that enhance the quality of interactions across the customer journey;
Foster a culture of innovation by leveraging new technologies and AI-based solutions to optimize processes, increase efficiency and continuously improve the customer experience.

Requirements

What you’ll need

Solid experience in Customer Experience with proven leadership roles;
Experience in B2B environments; experience in operations that involve multiple points of the customer journey (B2B2C) is desirable;
Experience managing and developing teams, fostering engagement, autonomy and high performance;
Knowledge of Customer Experience metrics and methodologies such as NPS, CSAT, CES or similar;
Experience with satisfaction survey platforms, customer experience management tools and Voice of the Customer programs;
Experience analyzing metrics and building data-driven action plans; familiarity with Power BI is desirable;
Advanced English, able to interact with manufacturers, partners and global stakeholders;
Analytical profile, systemic vision and the ability to turn data into strategic decisions;
Excellent communication, strong influencing skills and ease building relationships across different teams and organizational levels.

Benefits

Comp & perks

Meal allowance and/or meal voucher
Transportation voucher or parking assistance
Nationwide health and dental plans
Gym membership partnership
Life insurance
Profit-sharing program based on achievement of targets
Day off during birthday month
Support for government programs related to maternity and paternity leave
Maternity and paternity kit
Employee referral program
Pet care discounts/partnerships

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer Experience ManagementNPSCSATCESData AnalysisProcess ImprovementVoice of the Customer ProgramsSatisfaction Survey PlatformsPower BI

Soft Skills

Excellent CommunicationStrong Influencing SkillsRelationship BuildingTeam DevelopmentFostering Engagement