Customer Service Specialist providing quality support in logistics for fairs and events in Madrid. Managing client inquiries and coordinating logistic services for exhibitions and conferences.
About the role
- Coordenador de Customer Experience na Binario.cloud liderando e estruturando a área de CX. Focado em melhorar a experiência do cliente e a integração entre as áreas.
Responsibilities
- Build and lead the Customer Experience (CX) function
- Ensure the customer journey is well organized
- Improve satisfaction metrics
- Strengthen cross-functional integration
- Map and evolve the customer journey
- Define and implement clear operating workflows
- Establish governance for process changes across departments
- Ensure structured communication when changes affect customers
- Standardize playbooks and team rituals
- Act as a bridge between Sales, Projects, Operations and Finance
- Lead internal awareness campaigns on customer processes
- Establish tiered segmentation and a service model
- Monitor KPIs such as Churn, Health Score, NPS/CSAT, Adoption, Engagement and Onboarding time
- Ensure accuracy and integrity of customer data
- Generate actionable insights for internal teams
- Participate in strategic meetings with customers
- Support retention and expansion efforts when needed
- Develop a visit plan prioritizing critical (Tier 1) customers.
Requirements
- Based in São Paulo (city) with availability for a hybrid work model
- Experience in Customer Success, Customer Experience or B2B Account Management
- Hands-on experience organizing customer processes or operations
- Experience working with customer metrics/KPIs
- Ability to lead small teams
- Hands-on and results-oriented
- Strong communication skills and ability to influence cross-functionally
Benefits
- Respect and diversity as core elements of the organizational culture
- Career growth opportunities
- Inter-company exchange opportunities within the group
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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