Customer Management Manager - (SME Service)

Role Summary

Position to work in São Carlos/SP.

Lead the Customer Experience and Service strategy for the SME segment, ensuring a simple, efficient and customer-centric journey. You will be responsible for driving operational excellence, promoting a data-driven culture and continuous improvement, ensuring high levels of satisfaction, retention and sustainable business growth.

Continuous Improvement

Lead initiatives to simplify, automate and transform service processes.

Promote the continuous evolution of the customer journey through the analysis of indicators, feedback and the Voice of the Customer (VoC).

Encourage the use of technology, analytics and artificial intelligence to increase efficiency, quality and personalization of the experience.

Disseminate continuous improvement and innovation practices in partnership with business areas.

Responsibilities

• Define and execute the Customer Experience strategy for the SME segment.
• Lead the service operation, ensuring quality, efficiency and compliance with performance indicators.
• Monitor and evolve experience and operation KPIs, such as NPS, CSAT, FCR, SLA, productivity and efficiency.
• Use data and insights to support decisions, identify opportunities and drive results.
• Work in partnership with Product, Technology, Commercial, Customer Success and other areas to continually improve the customer journey.
• Develop and engage high-performance teams, promoting a collaborative, innovative and customer-focused culture.
• Represent the voice of the customer in the organization, influencing initiatives that strengthen the experience and business results.

Requirements

• Completed higher education in Administration, Marketing, Engineering, Economics, Information Systems or related areas.
• Postgraduate degree or MBA in Customer Experience, Business Management, Analytics or related areas will be an advantage. Experience
• Experience in leading Customer Experience, Customer Service or Customer Success operations, preferably in the B2B or SME segment.
• Experience in team management, performance indicators and operational transformation projects.
• Experience in using data for decision making and improving the customer experience.
• Knowledge in omnichannel operations management, CRM, BI tools and continuous improvement methodologies will be considered an advantage.

Benefits

Serasa Experian is much more than you imagine. With the purpose of creating a better future, expanding opportunities for people and companies, in Brazil we have more than 4 thousand people who work in different teams and specialties. Here, each knowledge and diversity complements each other and you can work on what you love most. We are committed to building an inclusive culture and an environment in which people can balance their careers with their personal commitments and interests, valuing well-being.

We are very dedicated to being one of the best and most innovative companies to work for in the country, enabling incredible experiences and careers for our people. Our strong people-first approach is recognized externally through several market certifications: we were awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and having a 4.6 rating on Glassdoor. Each recognition shows us that we are on the right path, providing an increasingly better work environment for our talents.

• Experian Careers - Creating a better tomorrow together
• Find out what its like to work for Experian by clicking here

About the Company

Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in several markets, such as financial services, health, automotive, agribusiness, insurance, among others. Experian invests in people and advanced new technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.

Our uniqueness is to value yours. Experian’s people-centered, inclusive and purpose-driven culture is recognized by numerous awards — including World’s Best Workplaces™ 2025 (Fortune’s Global Top 25) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to see why. Experian is also proud to be an equal opportunity and affirmative action employer.